Navigate to Workflows and create a new workflow. Name it “Alert P1 Tickets” and select Triggered as the workflow type. Set the trigger to Ticket Created to run immediately when new tickets arrive.
Configure the triggered workflow with Ticket Created trigger
Enable “Run Workflow only once per ticket” to prevent duplicate alerts if the ticket is updated shortly after creation.
2
Configure priority filter
Scroll down to the Filter Tickets section and add a rule:
Field: Priority.Name
Condition: equals
Value: Your critical priority name (e.g., “Priority 1 - Emergency Response”, “Critical”, or “P1”)
Filter for critical priority tickets only
Priority names vary by PSA system. Check your PSA configuration to use the exact priority name for critical tickets.
3
Add Build Message action
Click NEXT to proceed to the Action step. Select SMART ACTION and choose Build Message as the action type.Configure the message:
Provide instructions describing what the alert should contain (e.g., “This should be an alert for P1 Tickets. Include ticket information such as company and contact.”)
Set Output message type to INTERNAL
Configure the Build Message action for P1 alerts
Example message instructions:
Create an urgent P1 alert message that includes:- Clear "CRITICAL ALERT" header- Ticket number and subject- Customer/company name- Contact information- Brief issue summary- Direct link to the ticket
4
Configure team notifications
Add a Notify Internal Team action to send alerts to your team. Select Teams as the notification channel.
Set up Teams notifications for your internal team
You have two options for Teams notifications:Option 1: Notify specific users
Select individual team members from the Users dropdown
Each user must have the Neo AI Agent Teams app installed
Option 2: Notify a Teams channel or chat
Add the Neo app to the channel or chat, then pick it in the Teams channels & chats field
Use this option to alert a dispatch or escalation channel
Need a different responder list after hours? Build a second copy of this workflow with the other recipients, then give each copy an execution window (Only run during these hours, plus a timezone). A trigger event that fires outside a workflow’s window is ignored — see Triggered workflows.
