Workflow: How to take action on tickets from a specific end user

Special circumstances may require the application of certain actions to a specific ticket requester. For example, tickets from users who share the same email domain (@acme.com) might need immediate resolution or a specific tag.

This workflow provides a simple solution with ticket triggers based on three scenarios:

• Option 1: Apply user tags
• Option 2: Apply user fields
• Option 3: Map organization by domain

Option 1: Apply user tags

You can add a tag to users to identify incoming tickets from those specific users.

Prerequisite: Find the end user you want to identify, then edit the user to add a user tag.

Create a trigger that uses the tag as a condition

To create this trigger:

1. In Admin Center, click Objects and rules > Business rules > Triggers
2. On the triggers page, click the Ticket tab
3. Click Create trigger
4. Under Meet ALL of the following conditions, add:
   • Ticket > Ticket | Is | Created

   • Ticket > Tags | Contains at least one of the following | your_tag

     

5. Add the desired action to the trigger

Option 2: Apply custom user fields

You can create a custom user field to identify tickets from specific users.

Prerequisites: 

• Create a custom user field.
• Search for the end user, then find the custom user field and apply the changes.

Create a trigger that uses a custom user field as a condition

To create this trigger:

1. Create a trigger
2. Under Meet ALL of the following conditions, add:
   • Ticket > Ticket | Is | Created
   • Requester > Users Workflow (created custom field) | Is |your_organization
     
3. Add the desired action to the trigger

Option 3: Map organization by domain

End users with a mapped domain are added to that organization automatically. You can use this to identify new requests from an organization that matches the user's domain.

Prerequisites: Find the organization, then map the domain.

Create a trigger that uses organization as a condition

To create this trigger:

1. Create a trigger
2. Under Meet ALL of the following conditions, add:
   • Ticket > Ticket | Is | Created

   • Organization > Organization | Is |Checked

     

3. Add the desired action to the trigger