Trigger based on an email domain?

Yes, it is possible to automatically assign a field in Zendesk based on the requester's email domain. You can achieve this by creating a trigger in Zendesk that matches the incoming email address and sets the corresponding value in the 'Agency/Customer' field.

Here's a step-by-step guide to create the trigger:

1. Go to the Zendesk Admin interface
2. Navigate to the Triggers section
3. Click on the "Add trigger" button
4. Give the trigger a name, e.g. "Assign Agency/Customer based on email domain"
5. In the "Meet all of the following conditions" section, select "Ticket is created" as the trigger event.
6. Add a new condition "Ticket: Requester email" and specify the pattern that matches.

I think this will answer your question.

Hey Callum,

I don't see a "Ticket: Requester email" option on requester and that only shows me option for only the Requester. Do i enable this option somewhere else?

I was able to accomplish this email trigger to do various auto processes by first doing the following steps:

1. Setting up Organizations in the Agent portal with their email domain info or multiple email domains if needed for that organization

2. Setting up a tag in the tags section of the specific Organization setup page.  That tag would automatically be added to the ticket when someone sends in a request from their organizations email or if they create a ticket from the Zendesk app. It will use the email in the requester section and will filter for that organization and will use the tag automatically for that organization. For example if the name of the company is ACME and the email domain is @ACMEbusiness.com then I type in a tag called ACME for that organization to make it an easy tag.

3. Now you can use tags of the organizations in your trigger setups instead of trying to filter by org or email to make a function happen when a new ticket is created.

For example I have a custom field called “Internal Location” which I made a drop-down with all the organizations we work with that our agents want to see on the ticket but we dont' want the customers to see. So we set the field as “Agents can edit”.

I setup a trigger for EACH organization separately and name each trigger as Internal Location- ACME company, Internal Location- ABC company etc etc:

- under Conditions, and under Meet ALL of the following conditions:

    I chose “Ticket→Ticket” next drop-down “Is” next drop-down “Created”

   Then the second condition under that section would be

  “Ticket→ Tags” next drop-down “Contains at least one of the following” then in the tags, I typed the tag for the organization I wanted a trigger         for

 -under Actions, I chose “Ticket-Internal Location”  then the next drop down, I selected the name of the organization from that field.

Now every time anyone creates a new ticket, it uses the tag of the organization and tags the ticket as well as assigns the Internal Location field automatically for us. This helps us when we need to sort tickets by organization and who to assign it to etc.

This is just an example but you can use Tags with triggers to do a lot more upon what organization domain puts in a new ticket.