How can I forward tickets from a specific channel to an agent/ group?

Hey

Theres a useful article here https://support.zendesk.com/hc/en-us/articles/4988173561370-Creating-private-ticket-groups-and-granting-agents-access about private ticket groups which will leave visibility for users only in that group (unless the ticket is transferred out).

To route emails you'd be better using a trigger rather than automation. In the All Conditions put Received at xxxxx@xxxxxx.com. Then in actions select Group and choose the required group. You can also assign other things like the form, ticket status etc here.

Hope this helps.

Hey Oliver,

Thank you! Unfortunately we are not using Enterprise, only Professional. But your tip regarding using triggers was really helpful!

Hi Gabriel,

Thanks for this addition. From what I have found in my search, this is only available for Enterprise. We use Professional.