We need to make sure tickets are assigned priority when they are sent to Zendesk via email. To do this, we need to have a trigger condition that checks the requester and CC list on a ticket for specific emails (e.g. if the CC list includes our CEO, set priority to urgent). I don't see that as an option currently. How can we set this up?
Another way to accomplish this would be for Zendesk to look at the organizations for every requester/CC on a ticket and add that as a 'ticket organizations' field (not just the requester organization). I have triggers set up to assign priority based on organization, so this would allow Zendesk to automatically assign priority accurately (e.g. currently, if a lower-level employee emails us with a high-level manager included, the ticket is only set to a low priority when it should be set higher).
I see that something similar has been requested on the community post below, but no progress has been made on it.