Ticket priority auto-set from source and keyword match

Outcome. Every new ticket gets a priority value the moment it is created, based on where it came from and words in the subject line, instead of a rep guessing at triage.

flowchart TD
    A[Ticket created] --> B{Subject contains urgency keywords?}
    B -->|yes| C[Priority = High, flag Needs review]
    B -->|no| D{Subject contains billing keywords?}
    D -->|yes| E[Priority = Medium]
    D -->|no| F{Source = Chat?}
    F -->|yes| G[Priority = Medium]
    F -->|no| H[Priority = Low]

When to use it / when not to

• Use it when priority is currently set manually and inconsistently, or left blank until someone opens the ticket.
• Use it when a handful of keywords (outage, down, cannot login, refund) reliably signal urgency in your support volume.
• Do not use it as your only signal for genuinely critical issues. Keyword match is a first pass, not a guarantee; pair it with a human review step for anything auto-set to Urgent, see tickets-sla-008.
• Do not use it if your ticket subjects are free text with no consistent vocabulary (for example, a live chat that auto-generates generic subjects). Route on source and category property instead.