Using the "Ticket Received At" condition Follow

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22 comments

  • Avatar
    ZAVN_IT_Alex

    Is this attribute available in Gooddata? I cannot find it there?

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    Arno Lindroos

    It would be nice if Zendesk would identify the Received at address also when ticket sender uses CC or BCC field. Sometimes this happens and it would be seem logical to still identify the address to which the request was sent regardless of the use of CC or BCC field.

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    Arno Lindroos

    Correction on my comment: Based on the information from Zendesk, we thought that CC would not work, but it actually identifies the received at address correctly. It is only the BCC case, where the received at address is not identified.

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    Tapio

    I don't quite get this.

    I have added company gmail account to Settings - Email - Support addresses.

    Lets say that there is address support@company.com, that email address has alias support@product.com

    How I can create a trigger which could understand that do something to tickets which are received from this support@product.com?

    Because this "received at" doesn't understand aliases - it only sees that original gmail address.

    I can't add that support@product.com to Support addresses - Zendesk says: "This address is already used by...".

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    Help

    Is this trigger condition still available? I don't see it as an option.

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    Arno Lindroos

    @Tapio, do you mean that you have a user with that address and therefore you cannot add the email address as service address? In this case just remove the user, or change the address for the user to support_old@product.com, so you can add the address as a service address.

    @Help, at least I have defined triggers based on that condition recently and it is available in our Zendesk at the moment. Just tried.

  • Avatar
    Jonathan March (Edited )

    Regarding:

    > The external email domain must be set up as described in Using an external email domain or the condition won't work.

    >  if you make a change to one of those rules in the future, you'll need to update the value of the Ticket Received At condition to include the rest of your email address (@mycompany.zendesk.com).

    I've just noticed that the requirement to explicitly set up an email address now applies to zendesk email addresses as well (support@mycompany.zendesk.com). This was not true in the past, and I think not even true several months ago.

    An existing condition of this form will continue working, but before the trigger can be changed in any way, such an address must be added explicitly to the helpdesk's email channel. 

    Or at least that was my experience just now.

  • Avatar
    Jonathan March

    Hi Charles, thanks for updating the article just now. FWIW, I don't think that the text yet captures the observation that I'm making in my previous comment (which I just edited to be more precise). Specifically, it's not just that a zendesk address has to include the entire address; it's also that even a zendesk address must be set up in Channels => Email before changes to the trigger can be saved.

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    Darren Shaw

    Is this option still available because I don't see it as an option in the the trigger drop down?

     

     

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    Joana Crisostomo

    How can we create triggers and/or views based on the negative, that is, for emails whose "received at" *is not* xxx@xxx.xxx?

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    Sean Doyle

    I have two emails A@a.com and b@b.com I need when they are both emailed to create two tickets for some reason it is not doing this it creates one ticket. How can I have it create two tickets

     

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    Andrew J

    @Sean - are both of these addresses emailed in the one email?  If so Zendesk will only make one ticket - this is so that if a customer emails 2 or more of your support addresses, you do not get multiple tickets for a single request.  You would need to send two emails to create two tickets.

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    Andrew J

    @Joana - there is no specific 'NOT' option for triggers - simplest way is if you add the options you DO want it to fire for into the triggers under the ANY section.  

    I can see the sense in what you are asking - I'll see if I can get someone from Zendesk to comment for you.

  • Avatar
    Joana Crisostomo

    Thanks @Andrew.

    I can see that most conditions in triggers or views can be set up in the negative (e.g. 'channel' is not..., or 'integration account' is not...), but unfortunately 'received at' is not part of them.

    In our case, having several support addresses linked to our ZD account, it would be quite helpful and less time consuming to be able to set up triggers and views in the way I'm suggesting.

  • Avatar
    Andrew J

    Hello Joana,

    I'll let Zendesk comment on the reasoning for no negative option.  What you can possibly do is put the trigger you DO want for that single support address above the other notification triggers and have it add a tag, then use this tag as a negative argument for other other triggers following.  That would make it work even if other support addresses are added... and would save a lot of time if you have 200 support addresses or something :)

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    Joana Crisostomo

    Thanks a lot for your input @Andrew! Precious thinking :)

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    Christopher Rehn

    I'm with Joana here, I would have great use for a "Ticket Received at is NOT xxx" function. With multiple addresses in use for various parties, having to add every potential email is nothing short of absurd.

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    Niclas Kårlin

    When I create a trigger this is active always. I want to set some tags and form only when it is initially received. How do I do that?

    The problem is that the mail initiated at Sales, and turns into a Help desk ticket. Now I can't find a way to "get rid" of the "sales" tag.

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    Heather R

    Hi @Niclas

    1. For when the ticket is initially received, add the condition "Ticket is" "Created" -  keep in mind that means it will only fire when the ticket is created, not when it's updated.

    2. Create triggers to remove tags that don't apply.  aka. create a trigger that when the Group is Changed from xxx to yyy, add tag gggg and remove tag ffff

    2a. yes that means ^^ that you may end up with more than one trigger to do the above.  I suggest you add a condition to notify you when it fires off so you can monitor for a time. Then go in and remove the notification.

    I hope that makes sense?

  • Avatar
    Niclas Kårlin

    Thanks Heather, but I think my issue is that the trigger not only fires upon ticket creation. 

    If you create a support ticket, I can give you links to our system so I can show you.

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    Heather R

    Hi Niclas, 

    I am not a Zendesk employee.  But I see what you mean. I modify my suggestions to:

    1. Clone your trigger that always fires and ADD the condition "ticket is "created" and set the tags and form with that one.  Add a unique tag for this so you can nullify it.  meaning, add a tag like "xxx_created" and then in your original trigger, add a condition that says "tags do not contain xxx_created" so they don't both fire

    1a. You may want to put the cloned trigger ABOVE your other trigger so it goes first.

    2. I still suggest creating separate triggers to remove unwanted tags when another tag is present. See my previous comment.

     

    If you want to create a Support ticket with Zendesk, they can be reached at support@zendesk.com

    I am a volunteer fellow Zendesk Administrator just looking to help out.   I do offer freelance administration work if you can't get this rectified. But you should be ok.

     

    Thanks,
    Heather

     

  • Avatar
    Niclas Kårlin

    Simply adding "Ticket is created" to the ALL did the trick.

    Thanks @Heather!

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