Need help with routing a ticket to another group if they have been marked in the email. | Community
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Need help with routing a ticket to another group if they have been marked in the email.

  • July 5, 2023
  • 1 reply
  • 0 views
Karan12

In our org whenever a ticket is created, it's assigned to the group based on 'Received at' (For eg: abc@123.com). But there's a use case where we're failing, shared below:

  • An email is sent to the Zendesk support address abc@123.com with a few non zendesk users in CC and it creates a ticket on the CRM. It is initially assigned to Group A.
  • The non zendesk users sometime reply to that email (from their outlook, gmail) changing the 'To' email address and sending the email to another zendesk support address abc@456.com.

 

What's happening: The ticket stays in the Group A.

What should happen: The ticket should move from group A to Group B because the email is sent TO another support address.

 

Is there any way to solve this?

      1 reply

      N
      • Noly
      • July 6, 2023

      Hi Karan,

      The trigger condition "Received at" looks for the email address from which the ticket was originally received. If another user is replying to the same thread even if they change the To: address will not change where the ticket was originally received from.

      It is somewhat hard to offer an alternative without knowing the intent of why the other user will change the To: address but if they really need to do this it is better for them to create another email and not reply on the same thread.

      Hope this helps.

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