Trigger

Hey Carmen, 

You'd need to look at creating a trigger like the below:

When the customer sends in the first request upon ticket creation, that would be classed as the first response. If the customer then replies again, and the ticket is still in the new status/normal priority, without that tag, then this trigger will run and set it to high priority. 

The trigger will only run once due to the tag being added in the final action. 

Hope this helps. :)

Best,

Amie

Thank you so much! I was looking for a way to trigger based on the number of messages in the ticket but I'm guessing this it not a possibility. But this is good too, thank you!