In this workflow, you'll learn how to use tags and triggers to automatically route tickets from specific end users to a specific group. 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.

Step 2: Create a trigger

To create the trigger

  1. Create a new trigger.
  2. Under Meet ALL of the following conditions, add these conditions:
    • Ticket > Ticket | Is | Created
    • Ticket > Tags | Contains at least one of the following | enter the user tag
  3. Under Actions, add:
    • Ticket > Assignee | Group | select the group
  4. Click Create trigger

Trigger setup to route tickets from a specific customer to a specific agent.png

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