How can I automatically set a ticket form based on the support address the request was received at?
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
- Create a new trigger.
- Under Meet ALL of the following conditions add:
- Ticket | Is | Created
- Received at | Is | support_address
- 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.