If your agents are using the CRM app to record which users are managers of their organizations, you could use this information to increase the urgency of managers' tickets:
![](/file.php/164GPPRCBHYBZ16320119AF44/triggers-prioritize-vips.png)
Note that the trigger makes the ticket more urgent if the user is a manager, or belongs to the VIPs usergroup. It increases the urgency by 5, up to a maximum of 10.
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