How can I set a ticket form based on the support email address? [Video]

Question

How can I automatically set a ticket form based on the support address the request was received at?

Answer

When an email creates a ticket in Zendesk, the default ticket form is automatically selected. For more information, see the article: How does Zendesk set the ticket form for tickets received from email?

However, you can customize the automatic ticket form assignment from email submissions, by building a custom trigger.

The video below shows you how to build a trigger that automatically sets a specific ticket form based on the support address the ticket is received at.

To create the trigger

1. Create a new trigger.
2. Under Meet ALL of the following conditions add:
   • Ticket | Is | Created
   • Received at | Is | support_address
3. Under Actions add: 
   • Form | ticket_form

Repeat these steps for each of the support addresses and ticket forms that you want to associate with each other.