> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Alert P1 Tickets

> Instantly notify your team when critical priority tickets are created

## Setup

<Steps>
  <Step title="Create the workflow">
    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.

    <Frame caption="Configure the triggered workflow with Ticket Created trigger">
      <img src="https://mintcdn.com/neoagent/yRB7gg3qQcMKqi6x/images/recipes/recipe-alert-p1-1.png?fit=max&auto=format&n=yRB7gg3qQcMKqi6x&q=85&s=357f31b3c8161de139a286ff0ac2e3e8" alt="Creating a triggered workflow named Alert P1 Tickets" width="2866" height="1354" data-path="images/recipes/recipe-alert-p1-1.png" />
    </Frame>

    <Tip>
      Enable "Run Workflow only once per ticket" to prevent duplicate alerts if the ticket is updated shortly after creation.
    </Tip>
  </Step>

  <Step title="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")

    <Frame caption="Filter for critical priority tickets only">
      <img src="https://mintcdn.com/neoagent/yRB7gg3qQcMKqi6x/images/recipes/recipe-alert-p1-2.png?fit=max&auto=format&n=yRB7gg3qQcMKqi6x&q=85&s=fe7afc33c26b8698c5d69c4d5354c5bf" alt="Setting up priority filter for P1 tickets" width="2856" height="1378" data-path="images/recipes/recipe-alert-p1-2.png" />
    </Frame>

    <Note>
      Priority names vary by PSA system. Check your PSA configuration to use the exact priority name for critical tickets.
    </Note>
  </Step>

  <Step title="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**

    <Frame caption="Configure the Build Message action for P1 alerts">
      <img src="https://mintcdn.com/neoagent/yRB7gg3qQcMKqi6x/images/recipes/recipe-alert-p1-3.png?fit=max&auto=format&n=yRB7gg3qQcMKqi6x&q=85&s=ee6393bc325babfaa07389fd4360e4da" alt="Build Message action configuration" width="2832" height="1368" data-path="images/recipes/recipe-alert-p1-3.png" />
    </Frame>

    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
    ```
  </Step>

  <Step title="Configure team notifications">
    Add a **Notify Internal Team** action to send alerts to your team. Select **Teams** as the notification channel.

    <Frame caption="Set up Teams notifications for your internal team">
      <img src="https://mintcdn.com/neoagent/yRB7gg3qQcMKqi6x/images/recipes/recipe-alert-p1-4.png?fit=max&auto=format&n=yRB7gg3qQcMKqi6x&q=85&s=06c1b2dc9c554c0fd90ab0282e5b47d2" alt="Notify Internal Team action with Teams channel" width="2858" height="1350" data-path="images/recipes/recipe-alert-p1-4.png" />
    </Frame>

    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

    <Tip>
      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](/core/triggers-and-schedules/triggered-workflows#execution-window).
    </Tip>

    <Info>
      For Teams setup instructions, see the [Microsoft Teams integration guide](/integrations/teams/intro).
    </Info>
  </Step>
</Steps>

## Teams notification setup

<AccordionGroup>
  <Accordion title="Individual user notifications">
    Each user who needs to receive P1 alerts must:

    1. Install the Neo AI Agent Teams app from Microsoft AppSource
    2. Send a few messages to the Neo app to establish the conversation
    3. They will then appear in the Users dropdown in Notify actions

    See the full setup guide: [Microsoft Teams - Install the app](/integrations/teams/intro#install-the-app)
  </Accordion>

  <Accordion title="Channel & chat notifications">
    To post alerts to an entire Teams channel or group chat:

    1. Add the **Neo AI Agent** app to the channel's Team (or to the group chat) - once per Team
    2. In the Notify Internal Team action, set the channel to **Teams**
    3. Choose the channel or chat from the **Teams channels & chats** field

    Neo posts as a message from the Neo app; no email connector is needed.

    See the full setup guide: [Microsoft Teams - Post to a Teams channel or chat](/integrations/teams/intro#post-to-a-teams-channel-or-chat)
  </Accordion>
</AccordionGroup>


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