Routing tickets to group per selection of a specific field


  • Dan Ross
    Comment actions Permalink

    Hey Aric,


    That's a tough one. In Zendesk, you'd need to create three triggers with a LOT of different conditions in the 'Any are true' category.

    What I'd consider doing with a list this large to manage is to create the trigger (and all its conditions) via the API

    It'd take a bit of time to prepare the API message you'd send to do this, but I expect it'd be much less time that dealing with the UI in Zendesk to manually add and select all these categories. 

    Alternatively, you could create a small service to route your tickets. You could push the Ticket ID/Model Prefix # via the Notify Target action on a trigger when the ticket is created and have it consult its own internal list. If it finds a match in a list, then it can send an update via the API to the change the ticket group. This would be a bit of dev work, but would make for cleaner triggers and easier adjusting of which groups handle which prefixes in the future.

    Hope one of those helps!


Please sign in to leave a comment.

Powered by Zendesk