In this workflow, you'll learn how to use tags and triggers to automatically route tickets from specific end users to a specific. A user with administrator permissions can complete this workflow.

The workflow includes the steps below:

  • Step 1: Create a user tag
  • Step 2: Create a trigger

Step 1: Create a user tag

Tag the user whose tickets need to be auto-assigned with a unique tag in their profile. You can find the end user on the Customers page in Support.

A screenshot of a Zendesk user profile page with a unique tag field highlighted, demonstrating how to add a tag to a specific user

Step 2: Create a trigger

To create this trigger

  1. Create a new trigger.
  2. Under Meet ALL of the following conditions, add these conditions:
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Tags | Contains at least one of the following | your_unique_tag
      A screenshot of the trigger creation interface in Zendesk, showing the conditions set to route tickets based on a specific tag
  3. Under Actions, add:
    • Object > Ticket > Assignee | your_agent_name
      A screenshot showing the actions in a Zendesk trigger, where a ticket is assigned to a specific agent based on the set conditions
  4. Click Create
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