Hi @jibsan94,

Greetings from Freshdesk community!

I believe you’re referring to a custom company field here which you’re setting as VIP. In that case, yes, you can use automations to define a workflow for such tickets coming from users present in the VIP company. For eg, by default Freshdesk has a company field called Account tier which you can define as Basic, Premium or Enterprise. If you would like to have higher priority for tickets from Enterprise company, you can define a ticket creation automation in such a way that it changes the priority to High or Urgent as per your requirement.

If you want to have different SLA’s for different companies, you can have custom SLA policies as well. Please refer to this article to know how to go about it:

https://support.freshdesk.com/en/support/solutions/articles/37630-configuring-multiple-sla-policies

Hope this helps.

Cheers!

​@Sudharshan 
Do you have any suggestions for this, without changing the priority of a ticket.

For us, the priority of a ticket raised by a VIP company wouldn’t change the priority, or SLA - we just want to alert the agent that this is someone that needs to receive some extra level of care.