Use triggers to automatically route tickets to a particular agent or group. The article includes the options below.

Note: If you activate omnichannel routing, ticket routing can be influenced by the specific omnichannel routing settings you configure. Additionally, omnichannel routing is activated as the default routing experience for all Zendesk Suite accounts created after December 5, 2024.

Option 1: Route tickets from a specific channel to one agent or group of agents

You can route tickets from a channel of your choice to an agent or group through triggers.

To follow this workflow:

  1. Create a trigger and enter the trigger name and Category
  2. Under Meet ALL of the following conditions, add this condition:
    • Ticket > Comment | Is | Public
    • Ticket > Assignee | Is | -
    • Ticket > Ticket | Is | Created
      Create new trigger for autoassign with public comment.png
  3. Under Meet ANY of the following conditions, add the conditions of your choice to identify the tickets you want to assign. For example, you could use any of these conditions:
    • Ticket > Channel | Is | Web form
    • Ticket > Channel | Is | Email
    • Ticket > Channel | Is | WhatsApp
      Ticket channel trigger.png
  4. Under Actions, add the below:
    • To track the tickets, add Ticket > Add tags | auto_assigned_ticket
    • To assign the ticket to a specific agent or group, add the Ticket > Assignee or Ticket > Group action and select the agent or group you want to assign the ticket to
       
  5. Click Create trigger
    Auto-assign based on channel - Actions.png
  6. Create a test ticket and verify the outcome. Adjust your trigger conditions if necessary
Tip: To see the tickets your trigger acts on, create a view using the above auto_assigned_ticket as a Ticket > Tag condition.

Option 2: Route tickets from an organization to a particular agent or group

You can route your tickets from any organization to an agent or group through a trigger.

To follow this workflow:

  1. Create a trigger and enter the trigger name and Category
  2. Under Meet ALL of the following conditions, add this condition:
    • Ticket > Comment | Is | Public
    • Ticket > Assignee | Is | -
    • Organization > Organization | Is | Name of the organization
    • Ticket > Ticket | Is | Created
      Routing from organization trigger.png
       
  3. Under Actions, add the below:
    • To track the tickets, add Ticket > Add tags | auto_assigned_ticket
    • To assign the ticket to a specific agent or group, add the Ticket > Assignee or Ticket > Group action and select the agent or group you want to assign the ticket to
  4. Click Create trigger
    Auto-assign Actions.png
  5. Create a test ticket and verify the outcome. Adjust your trigger conditions if required
Tip: To see the tickets your trigger acts on, create a view using the above auto_assigned_ticket as a Ticket > Tag condition.

Option 3: Route tickets from specific end users to a specified agent or group

To follow this workflow:

You can route tickets from a specific end user to a single agent or group with a trigger.

Step 1: Tag your user

Create a tag to identify the end user of your choice.

  1. If the feature is not activated, activate user and organization tagging.
    Feature.png
  2. In Support, search the end user of your choice. Click their name to open their profile
  3. From the profile of the end user, use the Tags field to add the tag of your choice. For example, customer_ticket_routing_A.

    You can tag other end users of your choice

Step 2: Create a trigger and use the tag of your user as a condition

Once the tag is created, you can create your trigger.

  1. Create a trigger and enter the trigger name and Category
  2. Under Meet ALL of the following conditions, add this condition:
    • Ticket > Comment | Is | Public
    • Ticket > Assignee | Is | -
    • Ticket > Tags | Contains at least one of the following | customer_ticket_routing_A
    • Ticket > Ticket | Is | Created
      Customer ticket routing trigger with tags.png
  3. Under Actions, add the below:
    • To track the tickets, add Ticket > Add tags | auto_assigned_ticket
    • To assign the ticket to a specific agent or group, add the Ticket > Assignee or Ticket > Group action and select the agent or group you want to assign the ticket to
  4. Click Create trigger
    Auto-assign Actions.png
  5. Create a test ticket and verify the outcome. Adjust your trigger conditions if needed
Tip: To see the tickets your trigger acts on, create a view using the above auto_assigned_ticket as a Ticket > Tag condition.
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