Sort Email Tickets by IP

Answered

4 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Jason,

    There wouldn't be a way to sort tickets by IP, however, you can create a trigger that routes the ticket to the appropriate team by looking at the user's language set in their profile. You'll want to take a look at our How are users' languages set in Support? to see how these languages are automatically set.

    You can then use the Requester: Language condition as shown in the screenshot below: 

    Let me know if I'm misunderstanding your use-case as I'd be happy to assist further.

    Cheers!

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  • Jason D.

    Hey Brett,

     

    Thank you for this, I am aware of how to set up by language but the problem is we have different teams who will be handling regions not just language, I know that some languages can help with that such as Singapore English vs British English, but we need to separate country based. Is it possible within zendesk to set up some sort of API (again my knowledge is limited), that will look at the incoming email IP and then sort accordingly?

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the additional information Jason :)

    I took a look at our API documentation but was unable to find a solution for you there either.

    The only other alternative I can think of is using the requester's timezone to automatically route these tickets. When setting up your trigger, there should be a Requesters: Time zone condition you can use.

    Let me know if you have additional questions for me!

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  • Lauren Reynolds

    Ugh I've been trying to do this exact same thing. I can't imagine this being an uncommon ask. Zendesk, please prioritize this function!!!!!

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