Question
I have two separate support email addresses in my account. How can I route emails from each to specific groups of agents?
Answer
There are four key steps to this process. Click the Next button below to proceed through each step.
Create separate groups of agents that correspond with each of the support addresses in your account. To create a group, follow the steps in this article: Creating, managing, and using groups. Repeat these steps to add additional agent groups as needed.
Triggers automatically assign tickets received from a specific support address to the designated group of agents.
- Create a new trigger.
- Under Meet ALL of the following conditions, select Add condition and add the below conditions:
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Received at | Is | your support address
- Under Actions, select Add actions:
- Object > Ticket > Group | your agent group
Repeat these steps to create a trigger for the second group of agents.
Create views to help sort the tickets between the two support addresses and keep the tickets separate.
- Add a new view and name it.
- Under Meet ALL of the following conditions, select Add condition and add the below conditions:
- Ticket > Received at | your support address
- Ticket > Status category | Less than | Solved
- Select the option to make the view visible only for agents in the specific group.
- Click Create view.
Create a second view for the agents in the second group and then restrict the agents to see tickets only in their group.
Edit the permissions of each agent to make sure they can only see tickets in groups they are a part of.
- Open Admin Center and navigate to the Team members page.
- Locate the user profiles for the agents whose permissions require changing.
- On the lefthand side of the profile under Tickets select Ticket in agent's groups.
16 Comments
We're new to Zendesk, and this looks like exactly what we need to onboard a second team. However, the "Received at" doesn't look to be available to us. We're only an Essential plan, as its met all of our needs so far - have we hit a feature block due to our modest plan? and if so, what's required to get this feature?
Any pointers appreciated.
Grant
Hi Grant -
I believe Trigger customization would require upgrade to at least the Team plan.
Hope this helps!
Brandon
It does indeed, thanks Brandon.
Grant
What about, when the agent creates a case ?
By clicking on "add new ticket"
How do we then add a tag or set the default group ?
Hi Francois,
Thanks for reaching out. For tickets created on behalf of the customer, you can add an action: add tag on the notify requester of a new proactive ticket trigger. You may add tag: Support for default group.
I hope this helps.
Cheers,
Blanca | Customer Advocate
Chat with our live support!
https://support.zendesk.com/hc/en-us
Hi @...,
Building on this - For routing conditions, you'll want to setup the following:
Ticket is Created
Current User is Agent
Channel is Web
Other Necessary Custom Conditions
Actions
Add Tag X
Group Is X
Other Necessary Custom Actions
Hope this helps!
Brandon
What would be nice is that we can base the trigger on the "agent Default group"
As a use case, when an agent creates a ticket on his behalf or behalf of the customer. He is willing to assign it to another unit.
And to keep track of those tickets (so the agent is able to follow-up the case ((don't forget that his job is to follow the full life-cycle of a case))), we have 2 options:
(1) define a specific trigger for each agent ( crazy work to do it & to maintain it )
(2) to ask the agent to firstly assign it to themselves when creating, save & then only assign it to another unit.
HI @... -
Have you tried adding the agent creating the ticket as a follower as part of the creating process?
https://support.zendesk.com/hc/en-us/articles/203690846-Using-CCs-followers-and-mentions
Brandon
We noticed that one email sent to two different email channels, only creates one ticket.
These are cases that need to be assigned simultaneously to two different support groups in our company.
I have created a support case #6981577 for this issue.
Is this a known problem? How can we automate creation of two separate tickets based on a single email?
Great questions @..., and thanks as well for the heads up about your created support request. It looks like you're currently being helped by another advocate to discuss that email/ticket behavior, awesome.
We'll continue to work with you further regarding your questions in that support request, but please don't hesitate to let us know if there's anything else we can help out with in the meantime!
Hi Support, I have an agent in two different Groups, is there any way to automatically assign the ticket to that agent WITHIN an specific group?
Let's say, Agent Belong to GROUP A and GROUP B, I need any tickets with "something" on the summary to be assigned to "GROUP B/AGENT's NAME".
I haven't seem to be able to do this, I wonder if maybe using an specific order on "group -> GROUP B" and then "assignee -> Agent's name" , or the other way around it would work.
Any input would be appreciated.
Thanks in Advance
Hi Gustavo Schmitz -
Thanks for reaching out. If you stack your actions as
Group > Group B
Assignee > Agent Name
This should resolve your concern.
Hope this helps!
Brandon
Is there a way that we can do the routing based on requests as the end_user can only create requests.
You can use triggers to create an automated workflow to push tickets to your agents. You can set up triggers to route tickets based on a number of ticket criteria, including support addresses, ticket forms, or SLAs. You can also use event-based triggers to assign tickets to a specific agent or group of agents. See Setting your routing goals.
It appears that you already raised a ticket mentioning this, kindly check your email for more information.
Step 2 is a broken link
I've updated the link so you should now have access. Thanks for bringing this to our attention!
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