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Triggers received by Email are not filling out fields

  • April 17, 2025
  • 3 replies
  • 0 views
B

Been trying to tackle this for a while and can't get it to work the way we want or figure it out.

 

For an example, let's say we have a group called Network Team and it includes the agents that would help with any network related tickets. In our web form, if a user selects a field that includes anything involving Network, it will create the ticket and automatically assign that ticket to the Network Team. (Assignee - Group - Network Team) This works completely fine with our trigger routes.

 

The issue we're running into is that we want it to set up so if someone sends an email to networkteam@company, it will also create a ticket that automatically assigns it to the Network Team group. However when we set up the same logic, the ticket is created but it is not assigned to any group, even though the action is ‘Ticket > Group’ → ‘Network Team’

 

Is there an exception or rule to this that doesn't make it work? Is there an alternate solution? Thank you.

      3 replies

      Heather13
      • Heather13
      • April 17, 2025

      Hard to tell without looking at your instance, but my guess is your trigger should have the condition

      Received at  networkteam@company

      And then action is assign ticket to group Network Team

       

      If you already have that, then I suggest looking at the events of the tickets that you're expecting to route with this trigger and see if there is another trigger overriding it. 

      Let us know what you find!

      B
      • Ben44
      • Author
      • April 17, 2025

      Hi Heather, thanks for the response. We tried having this as our only trigger (deactivating every other one) and the action was still not working.

      S
      • Shawn19
      • April 24, 2025

      We have more than one brand in system.  With that in mind, if I mention our forms are specific to brand, the below might make more sense.

       

      **Conditions to SET form when email is received.  Form is specific to the brand.  Form was created first.

       

      The email they send to will trigger the form selection.

      Meet all:

      Ticket is created

      Ticket channel is email

      Ticker form is not “formyouwant”

       

      Meet “any” if more than one email for network team:

      Ticket received at is “the email#1 for the network team”

      Ticket received at is “the other alternate/alias email for the network team”

       

      Action:

      Ticket > Form — “name of form you have configured for network team”

       

      Seems counter intuitive but works.  

       

      **Ticket assignment trigger:

      We have TWO.  One for if brand, form, or group IS x then assign.  The other is if for or group is CHANGED to

       

       

       

       

       

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