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

  • Option 1: Routing tickets from a specific channel to one agent or group of agents
  • Option 2: Routing tickets from an organization to a particular agent or group
  • Option 3: Routing tickets from specific end users to a specified agent or group
Note: If you have omnichannel routing enabled, ticket routing can be influenced by the specific omnichannel routing settings you have configured. Additionally, omnichannel routing is enabled as the default routing experience for all Zendesk Suite accounts created after December 5, 2024.

Option 1: Routing 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 | -
      Auto-assign based on channel - Meets all conditions.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 > Received at | Is | yoursupportaddressA
    • Ticket > Received at | Is | yoursupportaddressB
    • Ticket > Channel | Is | Web form
    • Ticket > Channel | Is | Email
    • Ticket > Channel | Is | WhatsApp
    • Ticket > Tags | Contains at least one of the following |example_existing_tag
      Auto-assign based on channel - Meets any conditions.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: Routing 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 | -
    • Ticket > Organization | Is | Name of the organization
      Auto-assign based on organization - Meets all conditions.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: Routing tickets from specific end users to a specified agent or group

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

  • Step 1: Tag your user
  • Step 2: Create a trigger and use the tag of your user as a condition

Step 1: Tag your user

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

  1. If the feature isn't enabled, enable user and organization tagging.
    Feature.png
  2. In Support, search the end user of your choice. Click their name to open their profile.
    Customer list.png
  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.
    Tag.png
    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
      Auto-assign based on tags - Conditions.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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