10 Comments

  • Jim Cooper
    Comment actions Permalink

    That would be really useful. 

    We're trying to setup a trigger or automation to carbon copy customers into certain tickets but there doesn't seem to be that option - can only copy in agents, not end users.

    2
  • Martin
    Comment actions Permalink

    If you already know the domain, you can just create an organization and use that for a trigger.

    0
  • Jahmai Lay
    Comment actions Permalink

    Yes, I'd like to be able to say "If sender email domain ends in .uk then assign the ticket to UK Support Group", similarly for other countries.

    0
  • Ranjith Claessens | SendCloud
    Comment actions Permalink

    This would be a very hulpful feature for us as well since we don't want our users to do all from a from but give them the opportunity to e-mail us directly. 

    0
  • Juz
    Comment actions Permalink

    Hi there,

    I'm transferring about one hundred workflows from our current ticketing service into Zendesk.
    We have a number of potential triggers based around the sender address.

    It's a bit surprising that Zendesk doesn't allow identifying a ticket by its sender address.

    Taking the hint from Martin above on Jan 24 2017, I looked into creating an organisation, but I'm not sure this is the right approach. For instance, how do you express the following as a ZenDesk trigger?

    IF

        the customer email contains 'hello@annoyingonlineapp.com'

    AND

        subject email contains 'Upgrade your service today!'

    THEN

        automatically close the email


    ... I am most confused! Not to mention blocked in migrating :( 

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Juz!

    The first thing I would suggest would be to look into our whitelist and blacklist functionality. This is generally a more effective way to prevent unwanted tickets from making it into your Zendesk.

    Another thing you might consider is actually setting up filters in the email account that is forwarding into your Zendesk. You may be able to make adjustments to filters and forwarding settings to prevent those emails from even getting forwarded in the first place.

    0
  • Ilari Tuominen
    Comment actions Permalink

    I want to categorise emails both by sender and original recipient address as we have multiple legacy addresses and external services that automate tickets from single point of entry forms. This is such a trivial trigger that I find it really odd why this isn't prioritised. 

    0
  • Todd Eldridge
    Comment actions Permalink

    I would like to add my support behind this request.  We have an automated system that sends emails to our ZD.  There are like 15 or so different messages that come in.  We want exclude all but one of those.  My workaround is to make a trigger that looks for any of the other 14 messages and closes them.  It's very inefficient.

    0
  • Kim Knight
    Comment actions Permalink

    Any chance this is in the works yet? I am migrating from a much less robust system and am challenged to recreate some of these triggers as we currently have them. We are using for HR help desk and 'organization' feature is already in use for something else... 

    EX: emails from robot@craigslist.org are automatically closed, emails from noreply@broadbean.com are automatically assigned to recruiting, etc.. 

    Like Todd mentions, I'm sure I can workaround using keywords, etc, but that's a bit inefficient. 

    1
  • Israel Gonzalez
    Comment actions Permalink

    Surprised this isn't supported. Would like emails from specific email address assigned to specific user. Surprised it's not even possible to select specific customer as an option even if they already have an account.

     

    0

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