How can I route tickets to groups based on the support address they are received at?

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  • Tobias Hermanns

    And for Chat "Missed Chats"


    1.) Chat will automatic put in Browser Date, but it´s Private Comment, not Ticket field value.

    Create a Trigger:

    a) Ticket is Created

    b) Ticket Channel is "Chat"

    c) Ticket Comment contains "i.e. Germany"

    Now you can route miss chat to right group for such stuff, instead of only put every miss-chat into one generic queue.

    You mainly copy the "identified skill" and can get best agent to answer missed chat.




  • Nicole S.
    Zendesk Community Team

    Thanks for sharing that additional solution, Tobias!

  • Katarina Ondrejovicova

    Is it still possible to have 2 groups that have the same members?

  • Jessie Schutz
    Zendesk team member

    Hi Katarina!

    Yes, Agents can be added to multiple groups, so it is definitely possible to have two different groups that both contain the same Agents.

  • Katarina Ondrejovicova

    Awesome, thanks!

  • Aditya



    I had the following queries:


    1. If I just change a group name (eg., Support to Support Tier 2), would I need to manually update all triggers and automations that were linked with Support?

    2. Would the above change have an impact on the reports in Explore? (Note: I do know that deleting a group causes all tickets < Closed to be unassigned).

  • Brandon Tidd
    Community Moderator

    Hi Aditya

    If you update a group name, the triggers and automations associated with that group will update automatically.

    As far as reporting goes, the change won't impact open tickets, but if you have tickets that are closed/archived in the outgoing group name, you may see both group names as an option moving forward when looking through historical data (closed tickets cannot be updated to reflect the new group name).

    Hope this helps!


  • Aditya

    Thank you Brandon!


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