Trigger condition on email domain, where using an Organization is not viable


  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Charlie,

    On this part:  "Only the primary org for a given user is considered in trigger conditions/tagging when that user submits a ticket."

    That's true -- in emailed tickets. If your users happen to use the Submit A Ticket in the Help Center they should have a dropdown to select which Organization. 

  • Dave Dyson

    Hi Charlie, can you shed some light on what you're hoping to accomplish? Are you wanting to measure how often certain specific email domains are used, or have your agents handle tickets differently from a specific domain? I'm not sure that we have a solution for you, but it could be helpful to know what you're after. Thanks!

  • Charlie Volow

    @... That's new to me, and helpful to know. Emailed tickets are a fact of life in this case and need to be captured, unfortunately.

    @... We are onboarding an institutional customer in the near future, and want any ticket submitted by any member of that institution to be marked with a high priority and to generate an email alert. We do this kind of thing routinely for VIPs and for existing customers by adding tags to the users (aided in no small part by your response to my last post!), but needing to account for hypothetical requesters who could only be reliably identified by their email domain is a new problem.

  • Jorge Merino

    In our case, We'd like to assign a low priority to any @hotmail, @gmail or @yahoo addresses, while standard priority to any other. I've tried all possible workarounds, but I just need to have this condition in the trigger section.

    It is hard to believe that such a feature is not available...


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