Tagging Based on Incoming Email Domain?



  • Dean Kenny
    Zendesk Product Manager

    Hi Chris,


    Based off your explanation of your goal, I think the best thing to do would be to add a tag to a user profile, so whenever a ticket is created from that email, it adds the tag automatically.


    It will look something like this:


    This works better than triggers because there is no direct way to set up a trigger for wildcards, you would have to manually add all the wildcard email addresses to the trigger conditions. This way you can just go into the appropriate user profiles and add the required tag!


    You can do with with organizations also! Check out this article for more information > https://support.zendesk.com/hc/en-us/articles/203660636-Automatically-tagging-tickets-from-specific-Users-and-Organizations 

    Hope that helps! Let me know if you have any further questions.


  • Chris Boyd

    Hi Jessie,


    I'm trying to achieve the same as Wil but can't see how to do this with a trigger.

    Ideally I would set a trigger "if requster email is *@xyz.com" then "add tag xyz" but I can't set a trigger in that way.

    How would you achieve this with a wildcard in the domain to catch all?


  • Juz

    Hi there, 
    I'm trying to create a large number of triggers, as prep for my team's migration to ZD.
    We don't and won't require that our customers create ZD accounts.
    We do want to route/tag/categorise/prioritise incoming customer emails based on their email domain.

    There are some examples of this:

    Example One: The Persistent Email Bot

    IF    the customer email contains 'hello@annoyingonlineapp.com'
    AND    subject email contains 'Upgrade your service today!'
    THEN    automatically close the email
    Example Two: The Important Domain
    IF    the sender domain contains "bignamecustomer.co.uk"
    THEN    set priority to High
    AND    put ticket in folder "Tickets from Big Name Customer"

    Example Three: The Harassment Audit Trail

    IF the sender is "harasser@hatersgonnahate.com"
    THEN forward entire email including headers to "legal@ourcompany.com"
    AND close and immediately delete the email
    Example Four: The Not-My-Department Hot Potato

    IF the ticket is tagged with "billing"
    THEN forward the entire email including content to "billing@ourcompany.com"
    AND close the ticket

    ... how do these get expressed in a Zendesk trigger?

  • Jessie Schutz
    Zendesk Team Member

    Hey Juz!

    I see that you asked this question in another thread as well...I responded to you there!

  • Juz

    Hi Jessie - I only asked about the first use case in the other thread.

    Examples 2, 3, and 4 were not covered there, and can't be solved by using white lists or blacklists.

    I am surprised that triggers cannot be made to deal with these examples, and honestly am not looking forward at all to having important business rules scattered over so many different systems.

  • Hege Farsund Solheim

    I would also like to be able to recognize certain email domains and tag the incoming tickets accordingly via a trigger. Tagging individual profiles manually only get me so far, as the domains will have multiple users and may at any time add more users. 

  • Brett Bowser
    Zendesk Community Team

    Hey Hege,

    There's no condition available that will look at the email domain of the requester. That being said, you can map a domain to an organization as mentioned in our Creating, managing, and using organizations article. Any user that submits a request for the first time with a matching domain will automatically get added to this organization.

    You can then tag the organization profile which will then add that tag to any ticket in that organization. I realize this isn't the solution you're looking for but hopefully, that's a bit more manageable than adding tags to individual user profiles.


  • Pedro Rodrigues
    Community Moderator

    Here's a recent challenge of ours where this sort of feature would be useful:

    • We have agents and end-users who belong to company XYZ, all with email addresses under xyz.com
    • Each agent belongs to an Organization with all their end-users (these are exclusive clients/accounts).
    • These agents have a specific role where we only allow them to see tickets within their Organization (ie. their clients), so that they only manage tickets from their executive accounts.

    The challenge: I need to add a very specific tag to all proactive tickets where the requester is ...@xyz.com in order to avoid sending them a survey once the ticket is solved.

    I can't use the Organization workaround because if I map it to the email domain, they'll then see everybody else's tickets because of their role permission.

    A potential workaround is having the agents using a macro but this isn't a flawless solution.

  • Gabriel Wallén

    Is it possible to add dynamically to a ticket when it is opened? I want Zendesk to automatically tag a ticket based on the users email domain when it is opened.


    As Dean explained above you can add manually to a user, but i want to automate the flow so the submitted ticket gets a tag with the domain. 

  • Gail L
    Zendesk Community Team

    Hi Gabriel,

    Your scenario is one where we recommend setting up a domain mapped organization. You can add tags at the organization level. Check out Brett's post for a little more on this. The organization tag will automatically be added to new tickets as they are created the same way user tags are added to new tickets.

  • Jessie Schutz
    Zendesk Team Member

    Hey Wil! Welcome to the Community!

    This is definitely possible, as long as you're on the Team plan or higher. You can find details about how to set it up here!


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