Hi,
We have multiple e-mailadresses like order@example.com, purchases@example.com, invoice@example.com that all will be set to forward to our support@example.zendesk.com adress. Is there a way to use triggers to assign a ticket to an agent based on which of our adresses (order@ / purchases@ / invoice@) the e-mail was sent to?
We also have an email address that forwards to our support instance. We have automatic tagging enabled. With the automatic tagging, key words in the forwarded email are added as tags. We then base our trigger on a specific tag to perform actions, such as assigning to a specific agent or group.
Lou - thanks for jumping in!
To add to his answer, this article will give you instructions on how to set up the kind of ticket assignment you're looking for:
How can I route tickets to groups based on the support address they are received at?
And here are some other resources on ticket routing you might find helpful:
Routing options for incoming tickets
Tip of the week: auto-assigning tickets
Can I automatically route tickets from a specific customer to a specific agent?
Lou - Thanks for the suggestion. There are no fixed key words in this e-mails that we can tag, so I don't think that will work with our situation.
Nicole - The instructions in "How can I route tickets to groups based on the support address they are received at? " does not really solve my problem, because the support_adress will be the same, support@example.zendesk.com, regardless of which of our internal e-mail adresses it's forwarded from, like order@example.com or invoice@example.com. Any other suggestions?
Any suggestions to solve this
Do you have automatic ticket tagging enabled? If so, when the ticket is created, go look at them for consistent tags (maybe based on the subject or email address). You can base your workflow on that.
https://www.zendesk.com/blog/tip-of-the-week-automatic-ticket-tagging/
If the tag can be based on the email adress that's used to forward to support@example.zendesk.com it would work. I'm new to Zendesk and have not worked with automatic ticket tagging, but will check it out. Thanks!
Enable the automatic ticket tagging and see what tags are automatically added and go from there.
Another option is to set up separate Zendesk email addresses to forward to for each type (this depends on your plan, I believe). You can then base your workflow on "Received at (email address)".
We have multiple email channels set up just for that.
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