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Workflow: Route tickets to groups based on support address



Edited Feb 06, 2025


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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

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Grant -

I believe Trigger customization would require upgrade to at least the Team plan.

Hope this helps!

Brandon

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It does indeed, thanks Brandon.

Grant

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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 ? 

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Blanca

Zendesk Customer Care

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

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

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

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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. 

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

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

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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?

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Austin Killey

Zendesk Customer Care

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!

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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 


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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Gustavo - 

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

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Is there a way that we can do the routing based on requests as the end_user can only create requests.

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Christine

Zendesk Engineering

Hi Danyal,

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.

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Step 2 is a broken link

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Brett Bowser

Zendesk Community Manager

Hey Magnus,
 
I've updated the link so you should now have access. Thanks for bringing this to our attention!

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Hello, 

I have this set up for one of our businesses workflow and it's working great! 

 

When the ticket is created, is there a way to tie it back to the requester?

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Ivan Miquiabas

Zendesk Customer Care

Hi Zachary, 
 
Thanks for reaching out! 
 
I just wanted to confirm your last statement "When the ticket is created, is there a way to tie it back to the requester?" are you referring if the created tickets from the routed tickets will still be the requestors email address? If yes, then the answer is Yes, it will still be the requestor's email address. If not, can you please expound on that please? 
 
 
Cheers! 

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Hey team, 

We have several alias email addresses that we are pulling into ZD and I'm trying to create the trigger that can move them into the correct view, example 

Support.fr@ needs to be visible in the France Ticket view 

When I'm building the trigger I'm unable to select the above email, is there a way around this?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Mike Hill -

 

If support.fr@ is a support address that is associated with your channel > email, you should have received from support.fr@ as a Trigger condition.  If you've recently added the support address, you may need to refresh or clear your cache.  Keep us posted!

 

Brandon

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