If you have multiple support email addresses in your account, you can assign the tickets that come from specific support addresses to your agent groups. In this tutorial, you'll learn how to route tickets to groups based on the support email addresses they're received at.
You must have more than one support address in your account to replicate this workflow.
The workflow includes the steps below.
- Video guide
- Step 1: Create the groups
- Step 2: Create the triggers
- Step 3: Create the views
- Step 4: Edit the profile for each agent
Video guide
Watch the video below for a visual guide on how to accomplish this workflow.
Step 1: Create the groups
Create separate groups of agents that correspond with each of the support addresses in your account. To create a group, follow the steps in the article: Creating, managing, and using groups.
Repeat these steps to add additional agent groups as needed.
Step 2: Create the triggers
Triggers automatically assign tickets received from a specific support address to the designated group of agents.
- Create a trigger.
- Under Meet ALL of the following conditions, click Add condition and add the below conditions:
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Received at | Is | your support address
- Under Actions, click Add action and add the below action:
- Object > Ticket > Group | your agent group
- Click Create.
Repeat these steps to create a trigger for the second support address and agent group.
Step 3: Create the views
Create views to help sort the tickets between the two support addresses and keep the tickets separate.
- Create a view.
- Select the option to make the view visible only for agents in the specific group.
- Under Tickets must meet all of these conditions to appear in the view, click Add condition and add the below conditions:
- Ticket > Received at | Is | your support address
- Ticket > Status category | Less than | Solved
- Click Save.
Repeat these steps to create a second view for the second support address.
Step 4: Edit the profile for each agent
Edit the permissions for each agent to ensure they see only the tickets in the groups they belong to.
- Navigate to the Team members page in Admin Center.
- Locate the user profiles for the agents whose permissions you need to edit.
- Click Manage in Support.
- On the lefthand side of the profile in the Access dropdown, select Ticket in agent's groups.
20 comments
Grant Wilson
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)
Hi Grant -
I believe Trigger customization would require upgrade to at least the Team plan.
Hope this helps!
Brandon
0
Grant Wilson
It does indeed, thanks Brandon.
Grant
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Francois Spinnael
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
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)
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
0
Francois Spinnael
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.
0
Brandon (729)
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
0
Jan Putcuijps
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
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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Gustavo Sanchez
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)
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
0
Danyal Shahid
Is there a way that we can do the routing based on requests as the end_user can only create requests.
0
Christine
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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Magnus Thorne
Step 2 is a broken link
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Brett Bowser
I've updated the link so you should now have access. Thanks for bringing this to our attention!
0
Zachary Stancil, Business Analyst, Remote IA
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?
0
Ivan Miquiabas
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!
0
Mike Hill
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?
0
Brandon (729)
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
0