How can I route tickets to groups based on the support address they are received at?

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14 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 Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hi Grant -

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

    Hope this helps!

    Brandon

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  • 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
    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 Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    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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  • 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. 

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    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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  • 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
    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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  • 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 Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    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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  • Danyal Shahid

    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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