Trigger Conditions: Sender email address

56 Comments

  • Official comment
    Bailey Whitaker-Lea
    Zendesk Product Manager

    Hi Everyone - 

    New PM for Triggers & Automations here, catching up on the requests in the Community. It has been great to see all the feedback from you! I certainly understand your frustrations around needing more flexibility in your trigger conditions and actions. While we are actively working to improve Triggers this is not a feature we currently have planned, however it is in our backlog of potential improvements. 
    Thank you for sharing your use cases as this helps our Product teams tremendously to know what is most important to you. 

  • Ryan Singer

    It is absolutely mind boggling that this basic functionality isn't supported.  Telling your clients to set up filters in their email account is asinine; the whole point of using ZenDesk was to avoid administrating 2, 3, 4+ different systems and the convoluted workflow that entails.

    5
  • Kim Knight

    Any chance this is in the works yet? I am migrating from a much less robust system and am challenged to recreate some of these triggers as we currently have them. We are using for HR help desk and 'organization' feature is already in use for something else... 

    EX: emails from robot@craigslist.org are automatically closed, emails from noreply@broadbean.com are automatically assigned to recruiting, etc.. 

    Like Todd mentions, I'm sure I can workaround using keywords, etc, but that's a bit inefficient. 

    4
  • Jim Cooper

    That would be really useful. 

    We're trying to setup a trigger or automation to carbon copy customers into certain tickets but there doesn't seem to be that option - can only copy in agents, not end users.

    3
  • Juz

    Hi there,

    I'm transferring about one hundred workflows from our current ticketing service into Zendesk.
    We have a number of potential triggers based around the sender address.

    It's a bit surprising that Zendesk doesn't allow identifying a ticket by its sender address.

    Taking the hint from Martin above on Jan 24 2017, I looked into creating an organisation, but I'm not sure this is the right approach. For instance, how do you express the following as a ZenDesk trigger?

    IF

        the customer email contains 'hello@annoyingonlineapp.com'

    AND

        subject email contains 'Upgrade your service today!'

    THEN

        automatically close the email


    ... I am most confused! Not to mention blocked in migrating :( 

    2
  • Eckhard Doll

    This was written two years ago by @... "It's a bit surprising that Zendesk doesn't allow identifying a ticket by its sender address."

    It's not only a bit surprising that this still does not work, it's ridiculous!

    2
  • Brett Wilson

    Wow - came here to add my dismay. These are the basics people. In my case, all tickets coming in are valid - I simply want to assign tickets to specific agents based on the sending address or user. What a joke ZD; this needs to be addressed. We pay you guys a ton of $$$ for this solution, and the fact that I can't do this seemingly simple thing really annoys me.

    2
  • Soporte

    Hi all,

    This is ridiculous!

    Can someone at Zendesk confirm whether you are planning on adding this feature on your roadmap?

    Thanks 

    2
  • Alexander Kunz

    I have to join the convo here as I would agree it pretty ridiculous that such a basic feature is not available in Zendesk.  We use our support system to route tickets to various departments based on what the customer needs assistance with, ie emails to sales go to the sales team, emails to support go to the support team, emails to IT go go it.  Our phone system even automatically assigns tickets to specific departments based on our IVR tree.   

    ZD appears to be very 2 dimensional in that the perspective is everything is completely linear.....  It's surprising to see so many folks request this feature going back a few years and it's yet to be supported.

    Well if they don't add this feature soon, unfortunately, we are probably going to move over to Jira Service desk as many of the requested capabilities do exist in that platform.  The only thing they lack right now is IVR integration but given they have open API's, tray.io should work nicely to fix that.

    2
  • License

    After 5 years, triggering by email is still not supported? Can some moderator please comment on this?

    2
  • Pat

    We would wish this feature would be available, a key condition in triggers.

    What are plans on this? 

    2
  • SMC - Glennie T. Sørensen

    It would be great to have this feature, a key condition in triggers. 

    2
  • Martin

    If you already know the domain, you can just create an organization and use that for a trigger.

    1
  • Ilari Tuominen

    I want to categorise emails both by sender and original recipient address as we have multiple legacy addresses and external services that automate tickets from single point of entry forms. This is such a trivial trigger that I find it really odd why this isn't prioritised. 

    1
  • John DeBoer

    In my case, the ticket is a valid ticket request and wouldn't want to filter it out.  I simply want to trigger certain actions when a ticket comes in from a specific email address.  I, too, am shocked that this functionality isn't supported.

     

    1
  • sebastian

    Definitely support this. And against something missing where I can't explain the why. 3 years by now.

    1
  • Branch Carr

    I agree with the latest comments from everyone. Why is the ability to filter in or filter out by a specific email address not supported? I have a critical need to create a trigger and am unable. Having the ability to filter on agent's email is really not helpful.

    1
  • Rutger Bockholts

    We use the workaround with the organisations. It's also for us a lot of work and not possible to do this in one day of setup. So it's a recurring amount of work, every day.

    1
  • Ash

    I really can't believe this basic function still has not been implemented?

    I would love to see this come to fruition ASAP

    1
  • Juergen Wagenbach

    It seems to be that there is still no trigger present which can check the domain address within the requester's mail address and assign the ticket to a group of agents then (although lots of Zendesk users asked for that).

    Please can you keep me updated if there are any plans to implement such a trigger in future?
    I do not expect that this can be too difficult or a high risk for software developers ;-).  

    Kind regards
    Juergen

     

    1
  • Timothy Foust

    I'm really amazed at how little interaction this thread is getting considering the life of the thread and engagement. @... Our use case is similar, we have a lot of partners, such as stripe, where we want emails from their generic email address to go to a specific place. Having to create an org and then add tags and then add triggers for the tags is a lot of extra work for what could have been a simple trigger. 

    1
  • Simon Lee

    Adding my 2 cents here. My use case is pretty simple - mark emails coming from this email address as urgent. This is for emails from alert or monitoring services, or VIPs, etc.

    I'm hoping this is easy to implement since you already have string search for subject and comments.

    1
  • Michael Conaghan

    No idea why "email" IS "X" does not work. 

    What I have done - given we have light agents... 

    IF REQUESTER IS "X"

    THEN... 

    e.g. send email to Tier 2 (VIP Alert)

    1
  • Raghu Murthy

    Want to echo the above comment

    After 5 years, triggering by email is still not supported? Can some moderator please comment on this?

    1
  • Liam Kelly

    Chiming in, as this is one of the most basic ways of filtering messages.  The fact this has been a request since 2017 with no action from Zendesk is disappointing as always.

    1
  • Markus Schulz

    We would have needed this function many times in the past. Therefore, we request implementation.

    1
  • olivier

    Freshdesk supports this, e.g.

     

    1
  • Driesen, Christian

    Dear zendesk, 

    I am sorry to hear that you put this feature request in your backlog (meaning: you are not supporting it in the near future). There is a lot of feedback here since 2020 and you are not responding to it. 

    Working in softtware development myself, I'm wondering which features are more important to you in Zendesk support. For us a lot of your recent distributed features are not important - this one though would be. 

    1
  • Jahmai Lay

    Yes, I'd like to be able to say "If sender email domain ends in .uk then assign the ticket to UK Support Group", similarly for other countries.

    0
  • Ranjith Claessens | SendCloud

    This would be a very hulpful feature for us as well since we don't want our users to do all from a from but give them the opportunity to e-mail us directly. 

    0

Please sign in to leave a comment.

Powered by Zendesk