TO or CC email as condition

Hi Clay! Welcome to the Community!

There isn't any condition in Triggers to test of the presence of a CC on a ticket, but an email notification is automatically sent out by the system to any CC'd users when a ticket is created or updated. Did you need a Trigger for something else?

We use Zendesk (love it) for internal company support. At times, tickets are emailed to us and to external vendor support desks. We were looking for a way to set a tag based on the condition if the To or CC contained a specific vendor support email. We typically blacklist those addresses so responses from vendor support don't issue new tickets for us. The tag would help us to know if the particular vendor was notified of the reported issue.

Hi Clay,

I'm glad you wrote to us. If I got your question right, you want to have a tag that would let you know if vendor was notified of the reported issue.

What you would want to do is create a Trigger with action 'Add tags,' which adds a tag to the created ticket and you can use the tag when searching or reporting.

Please refer to this link for more information: Using tags

Hope that helps! Please let me know if you have further questions.

Kind Regards,

The trigger would need to inpect the To address on the email ticket to set the tag. I'm not sure there is a way to create such a trigger.

I am looking to do this as well.  Sometimes we get tickets with another department in the CC or TO field.  I would like to auto-assign those to the proper departments within Zendesk.  I can't seem to find a solution other than searching for keywords in the email subject or body and then to assign as needed.  But these keywords may actually be in tickets that need our attention. 

Hi Justin! Welcome to the Community!

I'm afraid that a trigger can't test for the CC field, so it won't be possible to automatically assign these tickets. Setting up triggers to test for keywords is tricky, as you mentioned, because you can get false positives that will assign some tickets incorrectly.

My recommendation would be to set up a process where your agents know to re-assign these tickets when they come across them. Better yet, if you have a triaging process in place, whoever is triaging your tickets can re-assign them. You can make it easy for your agents by creating a macro that changes the ticket group/assignee and any other necessary ticket properties for them.