Routing Tickets based on Requesters Email Address

Brian

Zendesk uses triggers to take action when a ticket is created or updated.

So you can say:

Meet all conditions:

• Ticket is > Created
• Ticket is > Received at>is> eng@domain.com

Actions

• Group> Engineering

If eng@domain.com is not one of your support addresses, make an organisation that is linked to domain.com and add a tag to the organisation. Now when a customer creates a new ticket, use a trigger to search for the tag.

You can read about automatically assigning users to organisations here.

Howdy Graeme,

So, in this case, what you're saying is that I would have to make a new organization for every separate notification that I receive that I want to have specifically routed? We have several different system generated notifications that we wish to have routed to specific queues upon being received.

We would have to make new organizations for each of these....?

Brian

It is probably best to have an organisation for each domain that you want to route. Then each of these organisations would have a tag, say, 'route_to_engineering'.

But you could have one organisation with the route_to_engineering tag that has multiple domains attached.

If you want to keep organisations reflecting the domains of your customers, there is another way that avoids triggers. Once an organisation is created there is an option for automatically assigning new tickets of that organisation to a specific group. 

I had forgotten that option. It can take you by surprise if you forget it is there and you are trying to understand how a ticket ended up in a specific group.

I like the idea of creating different organisations for different domains as I believe that will suit other needs as well as the initial group assignment. But I am sure you will know best for your needs.

What if the incoming email is on our own domain, not an external domain? Would creating a new organization still be the best workaround? I wish I could just make a trigger based on a single specific email address... Without the necessity of creating an organization.

If I have some emails created into "People" would there be a way to filter triggers by people and not organizations?

Brian

It should work fine for your own domain. As long as you want all users in your domain handled the same way. 

The good news is, if you do not want it by organisation or domain, you can do it for specific people. Just give each relevant person the special tag route_to_engineering. Your trigger can then use the conditions:

• Ticket is > Created
• Tags> contains at least one of the following > route_to_engineering

...then the action to assign to a group 

@Graeme Carmichael can you provide a quick how-to on setting this up? I am also interested in assigning a tag to a ticket based on a specific email address

Greg

If you are looking to tag a ticket based on specific email addresses, all you need to do is find the user account with that email address and add the tag to the user.

The ticket will inherit the user's tag automatically. You can then use the tag in your trigger to action your ticket.

There is an article here on routing tickets based on the requester's email address that should get you going.

thanks you @Graeme Carmichael! this is truly life changing as i was not aware of this capability until i saw your post!