My company has a VIP tag that we use for employees who email our support team so their requests can be handled by a team lead or tenure agent. Anyone emailing in from a company email automatically gets the tag so that their request is sent to the corresponding VIP Group of agents we have set up. Recently, this has been assigning these emails to the wrong Group. Any ideas on what I should be checking to troubleshoot why this is suddenly happening?
Trigger Assigning Emails to Wrong Group
Jamie Martin - first you may want to check the ticket events to see which trigger is firing for the wrong group assignment.
Once identified, you can exclude the VIP tag via all condition Tags>does not contain the ff>"vip".
Hi @jamie24,
Would you like to share also the builded trigger in order to identify a mistake? As Jahn also mentioned, it will be interesting if the history of the ticket events will also show another trigger or automation which also could have an impact.
Regards,
Stephan
Hey Jamie -
Agree with both Jahn and Stephan - adding in the relevant documentation for reference:
https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates
Hope this helos!
Brandon
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