Why does this field state the e-mail address of the customer and can I use a trigger on it?

3 Kommentare

  • Ben Van Iten
    Zendesk Community Team

    Hi Martin,

    That separate tab is there for informational purposes. Basically, to give your agents a quick run down of some information that is associated with the requester. There are no triggers that correlate to that.

    If there are particular users that you'd like to have a trigger workflow based around however, I would recommend adding a user tag to their profile so that this unique tag is added to their tickets. You could have triggers fire based on the presence of the tag.

    Please let us know if we can assist further!

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  • Martin Onken

    Hi Ben, 

     

    thanks!

     

    Regarding the user-tagging:

    It would be great if tags could be created on the basis of the e-mail-structure of the user. 

    In the screenshot-example you can see the e-mail-address of the user ends with "@marketplace.amazon.de". 

    Is there any way I can add tags to any user whose mail ends this way?

     

    Thanks in advance for your help!.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Martin,

    You could have the tag tied to an org, and utilize domain mapping on the organization: https://support.zendesk.com/hc/en-us/articles/203661976-Creating-managing-and-using-organizations#topic_nxl_vdt_bc

    This article goes over the concept of organization tags as well: https://support.zendesk.com/hc/en-us/articles/203662006-Adding-tags-to-users-and-organizations

    Please let us know if you have any further questions or concerns!

     

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