When customer write email to specific email address, trigger is set up to put appropriate group connected to that email. After the ticket gets closed, before going into solve customers have ability to write back which causes to reopen a ticket. Sometimes, we've seen that customers change the email address which is also connected to trigger to a specific group, but ticket get reopened to group that was initially set of which causes that other group doesn't know about the ticket without someone from initial group transfer that. The reason is because Zendesk is following initial trigger and doesn't recognize the other trigger. Can this be fixed somehow?
Feature request: Rerouting of the ticket to different group
Hi @lucija, can you please confirm/clarify the following scenario?
- Requester writes to support@example.com
- Ticket 123 is created, assigned to Group1
- Ticket 123 is changed to Solved
- Requester replies, but instead of writing to support@example.com, they write to help@example.com
- Ticket is reopened and reassigned to Group1 (but should be reassigned to Group1)
Is this correct? Would it be possible to share screenshots of both triggers? Please omit any private information.
Thanks in advance!
@zendesk13 Hello! I am having the same issue! I can confirm my scenario is what you stated there except the part (what I assume is a typo) on step 5 where you stated "(but should be reassigned to Group1)" it would be the ticket should be reassigned to Group2.
Did you have a fix for this?
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The triggers in Zendesk typically fire chronologically based on their order in the trigger list. To understand how a specific trigger was set up and how it is expected to fire, it's recommended that you reach out to the Zendesk Support team through the widget. We can examine your provided scenario and assist in resolving any issues related to the trigger configuration.