To allow customers to indicate ticket priority and send alerting integration notifications (such as PagerDuty/Opsgenie alerts), you can use Pylon's reaction triggers. This guide will walk you through setting up this system using Slack reactions.

Reaction-Based Priority Triggers

1. Go to your Pylon dashboard and navigate to the Triggers section.

2. Create a new trigger for each priority level you want to offer (e.g., High, Medium, Low).

3. For each trigger:

   • Set the kickoff event to "Issue reaction added".

   • Choose a specific emoji for each priority level (e.g., 🔴 for High, 🟡 for Medium, 🟢 for Low).

   • Set the action to "Set custom field value" and select the priority field.

   • Set the corresponding priority value (High, Medium, or Low).

Explicit Priority form

1. Setup a ticket form workflow in Slack with Priority as a dropdown option. See 📄 How do I send a ticket form in Slack? for details!

Integrating with Alerting services

To send notifications to (PagerDuty, Opsgenie) based on priority:

1. Set up your Alerting integration by following our PagerDuty setup guide.

2. Create additional triggers/trigger actions to 'Alert on issue' that activate based on the priority field being set to a specific value