Tagging Based on Incoming Email Domain?

Hey Wil! Welcome to the Community!

This is definitely possible, as long as you're on the Team plan or higher. You can find details about how to set it up here!

Hi Jessie,

I'm trying to achieve the same as Wil but can't see how to do this with a trigger.

Ideally I would set a trigger "if requster email is *@xyz.com" then "add tag xyz" but I can't set a trigger in that way.

How would you achieve this with a wildcard in the domain to catch all?

Hi Chris,

Based off your explanation of your goal, I think the best thing to do would be to add a tag to a user profile, so whenever a ticket is created from that email, it adds the tag automatically.

It will look something like this:

This works better than triggers because there is no direct way to set up a trigger for wildcards, you would have to manually add all the wildcard email addresses to the trigger conditions. This way you can just go into the appropriate user profiles and add the required tag!

You can do with with organizations also! Check out this article for more information > https://support.zendesk.com/hc/en-us/articles/203660636-Automatically-tagging-tickets-from-specific-Users-and-Organizations 

Hope that helps! Let me know if you have any further questions.

Thanks,

Hi there, 
I'm trying to create a large number of triggers, as prep for my team's migration to ZD.
We don't and won't require that our customers create ZD accounts.
We do want to route/tag/categorise/prioritise incoming customer emails based on their email domain.

There are some examples of this:

Example One: The Persistent Email Bot

IF    the customer email contains 'hello@annoyingonlineapp.com'

AND    subject email contains 'Upgrade your service today!'

THEN    automatically close the email

IF    the sender domain contains "bignamecustomer.co.uk"

THEN    set priority to High

AND    put ticket in folder "Tickets from Big Name Customer"

IF the sender is "harasser@hatersgonnahate.com"

THEN forward entire email including headers to "legal@ourcompany.com"

AND close and immediately delete the email

IF the ticket is tagged with "billing"

THEN forward the entire email including content to "billing@ourcompany.com"

AND close the ticket

... how do these get expressed in a Zendesk trigger?

Hi Jessie - I only asked about the first use case in the other thread.

Examples 2, 3, and 4 were not covered there, and can't be solved by using white lists or blacklists.

I am surprised that triggers cannot be made to deal with these examples, and honestly am not looking forward at all to having important business rules scattered over so many different systems.

I would also like to be able to recognize certain email domains and tag the incoming tickets accordingly via a trigger. Tagging individual profiles manually only get me so far, as the domains will have multiple users and may at any time add more users. 

Here's a recent challenge of ours where this sort of feature would be useful:

• We have agents and end-users who belong to company XYZ, all with email addresses under xyz.com
• Each agent belongs to an Organization with all their end-users (these are exclusive clients/accounts).
• These agents have a specific role where we only allow them to see tickets within their Organization (ie. their clients), so that they only manage tickets from their executive accounts.

The challenge: I need to add a very specific tag to all proactive tickets where the requester is ...@xyz.com in order to avoid sending them a survey once the ticket is solved.

I can't use the Organization workaround because if I map it to the email domain, they'll then see everybody else's tickets because of their role permission.

A potential workaround is having the agents using a macro but this isn't a flawless solution.

Is it possible to add dynamically to a ticket when it is opened? I want Zendesk to automatically tag a ticket based on the users email domain when it is opened.

As Dean explained above you can add manually to a user, but i want to automate the flow so the submitted ticket gets a tag with the domain. 

Hi Gabriel,

Your scenario is one where we recommend setting up a domain mapped organization. You can add tags at the organization level. Check out Brett's post for a little more on this. The organization tag will automatically be added to new tickets as they are created the same way user tags are added to new tickets.