Trigger w/ requester email address condition

6 Comments

  • Andrew J. Mills
    Community Moderator

    Have a look at targets for email notifications to specified individuals.

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  • Andrew J. Mills
    Community Moderator

    Triggers and automations are only able to access individual agents, individual groups, or variables such as requestor, assignee.

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  • Andrew J. Mills
    Community Moderator

    Depending on what you are trying to achieve, you can create organisations based on domains, and then this can be used in triggers and automations.

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  • Dave Dyson
    Zendesk Community Team

    Hi Charlie,

    As Andrew mentioned, rather than specifying a long list of individual users in a trigger, why not all all those users to an Organization, and then just use the Organization as your trigger criteria? You could also use User Tags, or create a custom User Field to hold that information as well, some thing to denote the users are in a particular category that this trigger will use as a criteria. About organizations and groups

    And fwiw, you can import users in bulk (and specify an Organization, tags or custom fields values when you do that): Bulk importing users

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  • Charlie

    Hi Dave Dyson,

    Thanks for your response. User Tags should work!

    Using Organizations won't work for two reasons: 
    1. In our environment, Organizations are used to refer to something specific, which I can't interfere with for a one-off trigger configuration like this one, and

    2. More specifically, a trigger with an Organization criterion will only fire if the first Organization for that user matches. I could create an organization for this purpose and ensure that it is the first organization for each of the users I'm hoping to match, but would break other triggers we have configured on the environment-specific organizations mentioned above in the process.

    The tags solution is ok though. Thanks again!

    Charlie

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  • Dave Dyson
    Zendesk Community Team

    Glad I could help, Charlie!

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