Trigger Conditions: Sender email address


  • MM Tech

    Surprised this isn't supported. Would like emails from specific email address assigned to specific user. Surprised it's not even possible to select specific customer as an option even if they already have an account.


  • sebastian

    Again would need it. Why is Zendesk missing such crucial things left and right? I don't understand.

  • sebastian

    The only workaround I use for other cases is to create accounts for all emails in question and add a keyword on the profile level. Then all tickets that come in from that user have that keyword and a trigger can read it. However, having a list of users and having to create accounts for all of them is a lot of work and not really doable in my case.

  • sebastian

    Unfortunately it's not that easy for us since the list are completely random email address tld's from users.

  • Trevor Kanaya

    Similar use case but slightly different. My issue is, we have all of our users attached to organisations. But, some of our users are attached to multiple orgs (for example, development agency reps who work with multiple of our accounts).

    What we want to do is use a trigger to route requests pertaining ONLY to one of these accounts to a specific agent (who is the manager for that specific account). But there's no way to do this. The account in question can either be the default org for that end user (in which case ALL the tickets will go to this agent), or a secondary one in which case none will.

    If we could set the trigger so that the "ALL" conditions to be met included a characteristic such as the service level that's unique to this one agent's account, and then add as an "ANY" something like "sender email address is", that would ensure that the agent is getting only the emails that are for their account from that dev's email address.

    I don't think any of the above workarounds would suffice so this is a functionality we could use as well!



  • Driesen, Christian

    I have the same feature request. It's so sad that Zendesk does not offer a trigger, that can work with requester's mail address. In my case I would like to assign a group when a ticket comes from a certain E-Mail account. 

  • Grae

    Agree, absolutely mind boggling that such a basic feature isn't supported by ZenDesk! So often we want to set up triggers etc based on a senders email address, as the other filters aren't quite specific enough! Can anyone from ZenDesk advise if this is being considered?

  • Alexander Kunz

    I have a temp solution for those using Gsuite.  For group email addresses, you can add a prefix enclosed in brackets.  For example:   email is, add a prefix [sales-team]. 

    The prefix will be passed over in the subject line and you can build a trigger for the specific string used in the prefix.

    Then build any necessary views for those distribution groups.

    You may be able to do the same thing for other email providers or alternative options such as adding a header/footer string.

  • Krystian Dąbrowski

    I'd like to describe my use case too. At first, I want my users to be able to write support requests without registering accounts on Zendesk. That means, I have them all as unverified users and cannot benefit from the "organization" auto assignment feature.

    My goal is to setup two different SLA policies:
    - for regular customers, 
    - for VIP customers (based on e-mail domains, because they can contact us directly or using support form). 

    Usually the VIP customers are big companies and we do not know all of the employees that can contact us. The licenses are floating so we are not able to register and verify all potential users.

    I like Zendesk's modularity and it seems to be well designed, but I am wondering why I cannot create trigger based on a requester's e-mail condition? Having that I could use all great puzzles to achieve my goal, e.g. using tags.

    As other's said using 3rd party software to achieve and maintain it in at least two different places is not doable (eventually). 

    Hope to hear anyone commenting on this. I'm on trial and don't know what to do now...

  • Megan Lalock

    I am chiming in with my 2 cents. I am super surprised that this is not standard functionality where we can make triggers based on an email. Besides making an organization ( which you would need to update frequently depending on the number of different emails you get from the same palce) I could only think of adding a trigger to make this happen. Regardless, this functionality should exist already. How do we get this on someone's radar?

  • Megan Lalock

    I ran into this same issue today when I was trying to create a trigger based on a customer's email address. I am truly surprised at some of the things that Zendesk doesn't support when much smaller competitors do. 

    The only work around I can see is adding a tag to the email of the creater user account and making a trigger that way but it's extra steps that aren't truly needed.

  • Angelweb SAS

    We need it too, weird that it isn't already planned.

  • Qin Brian
    My problem is there are 5 email box with different names. We want to use ZD's dashboard to show how many email arrives to each mailbox
    Can ZD fulfil it?
  • DealCloud 1 DealCloud

    5 years later and this still isn't added. Typical Zendesk.

  • Jamie Danjoint

    We have a client that is a global franchise organization. Each franchise has their own contract with us, which in turn means they have their own Organization record. We have a dedicated team to Support these franchises. Although we do have a separate support email address for these clients, sometimes these users will email our general support box instead and I need a way to catch these and route them to the dedicated support team.

    Since each franchise has their own organization record, adding email domain to the organization record won't work as they all have the same email domain. If I could have a condition based on requester email address within my "Route case to XX Group" trigger this would solve my problem, but it doesn't look like it's possible. This seems like a very basic request and it's a bit mind boggling that this field isn't available as a condition in Triggers.

  • Michael Ruthenberg

    @Zendesk: Wann wird die Funktion eingebaut?
    Über Jahre wünschen sich das die Anwender und es passiert nichts. Warum passiert hier nichts?

  • Jordan

    Agreed. Would love to see this feature.
    Coming from Freshdesk over to Zendesk, we would use this trigger a lot in Freshdesk.

  • Mark Szymanski

    Adding my voice to this feature request.  Have to agree with many of the other commenters that it's amazingly disappointing and frustrating that this has not been implemented yet, especially after so many requests over so long a time.  Would seem to be basic and not difficult functionality to have.

  • Joel Watson

    How is there STILL not a trigger for this? It's been nearly 6 years since this basic functionality was requested.

  • sebastian

    @... For your usecase it would be best to use a trigger that assigns tickets to a certain user. Everytime when a ticket contains a certain tag. For example "to_ally".
    Then adjust that tag to every user whose tickets should be assigned to ally.
    if you would want to try solving this via email then you quickly would have a trigger with a lot of email addresses. You also would have to adjust the trigger all the time instead just adding a tag to the user account.


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