This article covers how to route tickets, based on the requester's country, using triggers.
- Must be on Team plan or above
- You need to be a Zendesk Support administrator.
Currently there aren't any default conditions in your triggers, that can be used to route tickets based on the requester's country. However there is a workaround that will allow you to do it, by creating a custom ticket field, "Requester's country".
To set this up, first navigate to Admin icon () > Manage > Ticket Fields > Add custom field. The following page will have a few types of fields to choose from, for this field you'll want to add "Drop-down list" (This will allow you to add in more than one country to select from):
If you want to make the ticket field visible for end-users in your Submit a Request form you will want to select the options Visible and Editable for end-users.
Also, you might want to make the new field required for agents and end-users, depending on your workflow. For more information on how to do this, see Adding custom ticket fields to your tickets and support request forms.
Next, navigate to Admin icon () > Ticket Forms, you can either add your ticket field to a new form or an existing one (depending on your plan level). To do so you can simply drag and drop the "Requester's country" ticket field to the form. Don't forget to save your changes.
Your tickets will now be tagged according to the country selected in the drop-down field.
Lastly, navigate to Admin icon () > Business Rules > Triggers and create a trigger to perform the action of your choice based on the tag added by the Requester's country dropdown.
For more information on creating triggers, see Creating triggers for ticket updates and notifications.