Unique incoming e-mail to create ticket for unique end user

4 Comments

  • Andrew J
    Community Moderator

    End users cannot have the same email as a support email address.
    However you are halfway there. Just ensure your end user does not have the same email.
    You then need to add a trigger to automatically assign tickets coming in from that email.

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  • Andy Pack

    Hi, appreciate the response!  That makes sense re different e-mails, which they will be, i.e. abc@mycompany.zendesk.com vs abc@mycompany.com.  The problem I'm having is what to configure in the trigger to make this work.

    Thanks!

    Andy

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  • Andy Pack

    I have been playing with this, but still can't seem to figure if this can be done.  Regarding the trigger, I have set conditions, but I can't see an action that would assign that ticket to having come from a specific end user.

     

    1. received at .. is .. abc@mycompany.zendesk.com

    2. Ticket .. is .. Created

    Actions

    How to set that ticket to be "from" abc ? I can only see Group / Assignee which is about the tech's/resolvers rather than the end user ? I assume Tags are just boolean... no matter what option i select i can't see the "abc" end user, only zendesk tech's

    Andy

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  • Chris Bulin
    Community Moderator

    Hi Andy,

    There's not a way to specify a specific end user email in a trigger. What we do instead is create either a tag or a User field to identify those users in triggers. Here's an example:

    I created a User Field checkbox called 'VIP contacts' I can then use that field to filter for tickets from a set of users.

    Alternatively, I can set a tag on a user 'abc VIP' and then use the tag to include or exclude that specific user from triggers

    So for your trigger to include either of those it would look like:

    Ticket is created
    Requester> VIP contacts > is True

    or 
    Ticket is created
    Tags>Contains one of the following>'abc VIP'

    Hope that helps! Please let me know if you have other questions.

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