Why do tickets auto-assign to one group?

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  • Nelson Teran

    is there a rule/trigger to auto-assign tickets to a group?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Nelson,

    Yes, triggers can automatically assign tickets to the designated group of agents. I found a good starting point that you can follow. For reference please see this article: How can I route tickets to groups based on the support address where they were received?

    I hope that helps!
  • Jim Varagona

    I have rules in place to auto-assign based on what email it is sent to, however some are sent to 2 recipient ticket groups. In those cases, it seems to assign to the first email on the To line of the email. Is there a way to successfully recognize an email sent to 2 groups at once? What are our options?

  • Zsa Trias
    Zendesk Customer Care

    Hello Jim,

    Unfortunately, this is expected that we only recognize the first support address. This article explains this behavior: Can one email create two tickets in different Zendesk accounts?

    Zendesk will create a ticket in the first account listed in the TO: line and will reject the email sent to the second account's support address.

    The same is true for multiple support email addresses used within the CC:/BBC: field. Zendesk only identifies the first support email address used in the field. 


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