This change will be live for all accounts on Thursday, September 15th, 2016.
Zendesk allows you to filter your rules in a myriad of different ways. It's one of the strongest tools for building your workflow and targeting it to exactly the tickets you want. Now, with the launch of Zendesk's Channel Framework, there are even more ways to bring tickets into Zendesk, meaning even more need for fine tuning of your views, triggers, SLAs and automations.
One thing that's been lacking for some time is the ability to target a rule or segment a view based on the integration's account. You can build a view for all Facebook tickets, but not for all the wall posts from a specific page. Same goes for Twitter, and channel integrations like Google Play. Now we've corrected for that. By enabling a condition called "Integration Account".
This option will provide you with a list of all the Facebook pages, Twitter handles, and Channel integration accounts available. You can also include or exclude tickets this way. Don't want one particularly noisy Twitter handle gumming up a view? Just use an "is not" clause and cut them out. Want to escalate priority on your most popular Google Play app's reviews? Build a trigger that targets just those tickets.
This has been a request from many of you for a long while, and while there were previously some obstacles, we've made the necessary infrastructure improvements that allowed us to do this. Thanks for continuing to help us see where we can make improvements like this!