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Question on Ticket classification based on email

  • March 3, 2022
  • 2 replies
  • 0 views
G

Hello,

I'm new to Zendesk and had some general support questions.  I don't see an email address for that, so perhaps that's my first question.  Is there a support function?

On a more specific issues most of our users use email to open tickets.  Is there a way we can either use a secondary email address for urgent/critical tickets such that they are classified as such?  Or is there a way based on a word or phrase that we could have a ticket classified as critical?  Appreciate any feedback anyone might have.

Thank you,

Greg

      2 replies

      Nicole17
      • Nicole17
      • March 4, 2022

      Hi Greg - 

      First, welcome to the Zendesk Community! You are welcome to ask questions here any time. We do, of course, also have support staffed 24/7; here's information on how to reach out to them: 

      Contacting Zendesk Customer Support

      I'm going to have someone who is more of an expert with the ticketing system jump in to help answer your second question; look for that response shortly. 

      Have a great day!

        Zendesk13
        • Zendesk13
        • March 4, 2022

        Hi @greg15, there are a couple of direct ways to achieve that:

        • You can add multiple email addresses to your Zendesk account, which means you can have a secondary support address for more urgent cases, and create a specific trigger accordingly (make sure you use the trigger condition "Received at")
        • Additionally, you can create triggers to identify potentially urgent cases. For example, a trigger with the following conditions:

        Hope this helps!

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