Can I change which support address sends an email reply using a trigger?

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2 Comments

  • John Schwaggert

    I have a use case for something similar, but basically it's if a ticket gets created via the UX by an agent, and set to a group for our HR team, then I want to use the HR Support address instead of the default IT Support. The webhook works to do this, but it doesn't seem to do it in time for the first notification, only the follow ups. Changing the address each time in the address app isn't a great solution.

    {
      "ticket": {
        "recipient": "email@domain" 
      }
    }

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Tyson,
     
    A trigger-called webhook operating on the same ticket that the trigger is operating on may be subject to race conditions -- I don't think there's a way to guarantee that the webhook will complete before the notification trigger sends out its email. The app would be the best way to guarantee the correct support address is set.
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