Question
Can I send a different response to a customer based on their email address?
Answer
Yes. To send a different response to a customer based on their email address, create a user tag for a single user or group of users. Then create a trigger that has the user tag as a condition to send the alternative response associated with the user tag.
For more information on how to create user tags and triggers, see the articles: Adding tags to users and organizations and Creating triggers for automatic ticket updates and notifications.
2 comments
Nikki Mier
Hi! Need further help with this. the links in the answer are not working! :(
I would like to create a tag for all tickets received from a specific email address (our noreply@) -and cannot figure out how to set the requester to someone other than our agents.
Anyone's help would be appreciated!
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Noly Maron Unson
Hi Nikki,
Sorry about those links. I flagged this article so that the link can be fixed. The following are the correct links for this article:
Adding tags to users and organizations
Creating triggers for automatic ticket updates and notifications
You're correct that you cannot target a specific email address/end-user using the Ticket: Requester condition.
Basically, this article is telling you to add a User tag to the profile of your target requester.
This user tag will then apply to tickets wherein this user is the requester. Then use the tag as a condition for your trigger.
Hope this helps.
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