Priority
Triggered when a ticket's priority is changed
Event Type
"ticket.priority"Description
This event is triggered when a ticket's priority level is changed using the priority command or button.
Payload Structure
Prop
Type
Priority Levels
| Value | Priority |
|---|---|
| 0 | None |
| 1 | Low |
| 2 | Medium |
| 3 | High |
Example Payload
{
"type": "ticket.priority",
"payload": {
"ticketId": "TKT-1234",
"panelId": "support-panel",
"channel": {
"id": "1140972530400776294",
"name": "ticket-0001"
},
"creatorId": "713115896805064856",
"openDate": "2024-01-18T15:30:00.000Z",
"oldPriority": 0,
"newPriority": 2
}
}Example Usage
const PRIORITY_NAMES = ['None', 'Low', 'Medium', 'High'];
app.post('/webhook', (req, res) => {
const { type, payload } = req.body;
if (type === 'ticket.priority') {
const oldPriorityName = PRIORITY_NAMES[payload.oldPriority];
const newPriorityName = PRIORITY_NAMES[payload.newPriority];
console.log(`Priority changed: ${oldPriorityName} → ${newPriorityName}`);
// Send alert for high priority tickets
if (payload.newPriority === 3) {
await alertHighPriorityTicket(payload.ticketId);
}
// Update priority in your system
await updateTicketPriority(payload.ticketId, payload.newPriority);
}
res.status(200).send('OK');
});Use Cases
- Alert staff when tickets become high priority
- Track priority changes for SLA compliance
- Update priority in external ticketing systems
- Generate reports on priority escalations
- Automatically reassign tickets based on priority