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Trigger Conditions: Sender email address
Posted Jan 24, 2017
I would like to make new trigger using sender email address like:
IF sender email is some@thing.com THEN do action...
It would be nice if it also work like *@thing.com
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74 comments
Milinda Ellawalla
Any Update on this?
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Daniel Nordh
The “new” PM for Triggers & Automations, Bailey, doesn't seem to be part of the company any longer. So I guess it will be another year and a half before we even get a response.
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Shawna James
I have checked in again with the product team and want to note that this feature is still on our radar and in our backlog for prioritization however it will not be prioritized in 2024. Should the status of this feature request change, will will make sure to communicate as soon as we are able but the status remains in our backlog.
I want to take a moment to reference our guidelines in this response as well. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
The most recent update from our product team remains our official response to this feature request: we understand the validity of this request however we are not prioritizing this feature at this time. We understand that this decision may be disappointing to those who are interested in this feature. We are going to leave this post open for comment for the time being for others to share feedback and use cases if they wish.
We appreciate your feedback and thank you for being a Zendesk Community member. Thank you again.
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Lorena Emanuel
I was able to accomplish this email trigger to do various auto processes by first doing the following steps:
1. Setting up Organizations in the Agent portal with their email domain info or multiple email domains if needed for that organization
2. Setting up a tag in the tags section of the specific Organization setup page. That tag would automatically be added to the ticket when someone sends in a request from their organizations email or if they create a ticket from the Zendesk app. It will use the email in the requester section and will filter for that organization and will use the tag automatically for that organization. For example if the name of the company is ACME and the email domain is @ACMEbusiness.com then I type in a tag called ACME for that organization to make it an easy tag.
3. Now you can use tags of the organizations in your trigger setups instead of trying to filter by org or email to make a function happen when a new ticket is created.
For example I have a custom field called “Internal Location” which I made a drop-down with all the organizations we work with that our agents want to see on the ticket but we dont' want the customers to see. So we set the field as “Agents can edit”.
I setup a trigger for EACH organization separately and name each trigger as Internal Location- ACME company, Internal Location- ABC company etc etc:
- under Conditions, and under Meet ALL of the following conditions:
I chose “Ticket→Ticket” next drop-down “Is” next drop-down “Created”
Then the second condition under that section would be
“Ticket→ Tags” next drop-down “Contains at least one of the following” then in the tags, I typed the tag for the organization I wanted a trigger for
-under Actions, I chose “Ticket-Internal Location” then the next drop down, I selected the name of the organization from that field.
Now every time anyone creates a new ticket, it uses the tag of the organization and tags the ticket as well as assigns the Internal Location field automatically for us. This helps us when we need to sort tickets by organization and who to assign it to etc.
This is just an example but you can use Tags with triggers to do a lot more upon what organization domain puts in a new ticket.
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Joel Watson
Lorena Emanuel Thanks for sharing your workaround! It's definitely possible to work around this issue to some extent, but I still think Zendesk should have first class support for matching by user email address without having to create elaborate workarounds using tags. Adding an additional “User Email” condition with “matches exactly”, “contains”, etc. options that would allow you to specify an exact email or any email containing a string (e.g., `@foo.com`) to activate a trigger seems like something extremely basic that Zendesk should have. In fact, they really should have had support for this from the first day Triggers were released, in my opinion. Not sure how we're almost 8 years past when this feature was requested still without the feature.
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Lorena Emanuel
I hear ya, I get a bit elaborate with workarounds when I want a software to do what I and there are more features I would like to see natively here. One more note to mention, you can add a very specific tag to a user as well if you go into the Agent portal and click on the Customers icon. If you pick a customer and click on them and add a very specific tag that only that user would have, then you can setup triggers for that specific person. I know it's just a workaround but I figured I'd share.
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de Jong Axel
I agree that this should be a possibility, but I found a neat workaround here. Create a user (customer) with the e-mail address you wish to set your trigger on and add a tag to the user. You can then use the tag to route the generated ticket.
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Lorena Emanuel
Yes, exactly just like I suggested above for the individual email need.
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de Jong Axel
Lorena Emanuel I'm sorry, I thought I had read the whole thread, but it seems I skipped just your answer - would have spared me some time had I been a bit more thorough.
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Nick Steenson
Hi all, I've discovered a workaround that wasn't mentioned in this thread. It shouldn't have been necessary in the first place, but given the frustration I see in this thread I figured I'd outline what my flow looks like here. What I wanted to achieve was to set or update a “Region” custom field in a ticket when an email address had obvious markers of a country of origin (.uk etc).
Set up an ZD API token in ZD with appropriate permissions.
1. Create a webhook that points to an API endpoint that “takes the action” for you (in my case https://YOURSUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json)
2. Request method: PUT (in my case) Request format: JSON
3. Authentication API Key
4. Header name: Authorization
4. Header value: The API token you created (format may vary, you may need to play around in the ZD API docs)
5. Save that.
6. Create a trigger (in my case triggers on ticket created, and the channel is email)
7. Create a “Notify by > Active webhook” action, and select the webhook you created.
8. Build the JSON body of the webhook to match the ZD API docs. You can use liquid logic here! Here's my example:
9. Save this, and test!
It should apply whatever reasoning/logic you define in that liquid code.
Here's another person who discovered these workarounds are possible:
https://internalnote.com/update-a-requester-name-via-webhooks-and-custom-fields/
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Anna Liversedge
Has there been any update on this? I just want to set up a trigger that sends all emails from emails ending with @***.com into a specific view. It feels like this should be easily done.
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Nick Steenson
Anna Liversedge
I haven't heard anything from ZD, but you can do that using the logic I posted above.
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Mike Haslinsky
Zendesk… how is this basic feature still not a thing in 2025?
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Stephen Skouboe
Create the user manually, add the email as a tag for that user, and create the trigger based on the tag.
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