How can I automatically set a tag on incoming tickets?

Question

I want to automatically add a tag or set a ticket field to all tickets that come in from a specific channel or email address. How do I automatically set a tag to all these emails?

Answer

Use a trigger to automatically set properties, such as ticket field value or adding a custom tag to your tickets based on which channel or support address it came from. For an example of how to set up this type of workflow, see the following video:

To set ticket fields on incoming tickets

1. Create a trigger
2. Under Meet ALL of the following conditions, add the Ticket > Ticket | Is | Created condition to ensure that the trigger only fires once
3. Add a condition to identify the source of the ticket. Use either or both conditions:
   • Ticket > Channel | Is | and select the channel source
   • Ticket > Received at | Is | and select the support address where the ticket is received
4. Under Actions, add the ticket field actions you want to set for new tickets created. For example, use Ticket > Priority to set the ticket's priority to high.
   • To add tags, use Ticket > Add tags and enter the custom tag value
5. Click Create trigger

If you use Talk as a channel with omnichannel routing enabled, you can also add a tag for each IVR keypress that a customer selects when they call your Support number.

For more information on setting up inbound ticket workflows, see the following articles:

• Getting started with email - Part 1: How the email channel works
• Designing automated ticket workflows
• How to set the ticket priority based on the support email address [Video]
• Automatically tagging tickets from specific users and organizations