Differentiating Personal Tickets vs Customer in email



  • Jessie Schutz
    Zendesk team member

    Hi Travis! Excellent question.

    I feel like there are a couple options here. Since you primarily work in Zendesk, not email, it might be a good idea to set up some email filters that route your normal customer tickets away from your inbox completely. The way such a filter would look is going to vary depending on what email client you use and how your interval vs external workflows are set up, but it would prevent the notifications about your personal ticket notifications from getting lost in the shuffle. 

    In addition to, or instead of, that, your suggestion of a View just for your personal Pending tickets could be really helpful as well, although not necessarily any more likely to grab your attention as an email notification.

    As far as changing the notification trigger, it's definitely something you could look into. But the feasibly is going to depend on whether you have separate triggers set up for internal vs external tickets.

    Personally, I'd try the email filters first, but of course that's up to you. :) Let us know if you have any other questions!


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