Inbound Email from enduser - processing capability

Hi LeeTC,

To answer your question,

(a) Email Address : Besides based on the my company support email address, I can route to different group of people for further processing via triggers. i.e. end-users may need to send to different email address in my organization to split the trigger processing.

Yes, it is possible to route tickets to different groups. If what you'd like to achieve is to route emails to different groups by creating a separate support address then you can do that with triggers. 

(b) Subject of Email : Processing (trigger) can be applied based on Subject of Email

The trigger condition, Subject text, scans the ticket subject text; so you can use this condition to create triggers based on a ticket's subject text.

(c) Tag : Does tag recognition works for any incoming emails to scan the email payload ?  I did not manage to get it works

You could achieve this via automatic ticket tagging. Zendesk Support scans new incoming ticket descriptions looking for words longer than two characters and then compares those words to the tags that have already been used. The top three matches are added to the ticket. You can then use those tags in your business rules to, for example, automatically route tickets to specific groups or agents.

(d) Email Payload Parsing - can Zendesk parse the email payload - scanning for certain keywords or Regex Pattern ?

In triggers, you can use the condition Comment Text includes/has the string etc.

Hope this information helps. If you need further assistance, please do not hesitate to contact us.