Hello Jean-Charles, do you mean for an email coming in updating a ticket, or for an email going out?  

For an email going out, the email is sent by a trigger, so you can add actions to this.

Let me know if you have more details of what you are wanting to achieve.

Thanks. I mean for an email coming in.

Example : if the email contains the word "XXXX", create an action

Hello Jean-Charles,

You will need to be on more than the lowest plan for this.

If you go to Admin (gear icon) > Triggers > Add Trigger.

Then use the conditions

- Ticket: Comment Text > Select a condition option > Your words, or text string

- Ticket: Update via > IS > Email

Then add whatever actions you require.

Is it possible to create a trigger for particular emails? For example, every time we receive an email from  customer.service@ups.com to be automatically assigned to a particular assignee (ops)?

Axel

You can use triggers to assign tickets to specific groups or agents based on the received at email. But you cannot specify a customer's email in that way. But there are workarounds. 

You can create a specific support address in Zendesk under Admin>Channels>Email. Create a new support address there and it will be available as a trigger condition Received At>NewSupportaddress@MyZendesk.com. Then use an action to assign to a group or agent.

Or, you can use organisations so that every ticket from @ups.com is automatically directed to a specific support group. 

Or, you can tag a user or an organisation. When a user creates a ticket, these tags will be added to the ticket. You can then use that tag in a trigger condition.

• Tags>Contains at least one of the following> Trigger_to_XXX

Then the actions:

• Group>Group_XXX
• Assignee> YYY