How do I set a trigger based on a requester who is not a Support team member?Answered
Our Web Support Team receives alerts from our IT folks. I would like to adjust our triggers so that any email from that particular email address does NOT go to our Support team, but instead is only routed to one particular team member. However, there doesn't seem to be a way to enter a "Requester" who is not on the team.
You cannot identify end users in the same way as you do agents.
But you can use a custom user field against your users or your organisations.
For example, create a checkbox for 'Route to Agent X'. Now you can confirm the status of that check box and use an action to assign to Agent X.
Although at first it seems easier to have customers listed in your trigger, it is useful if you have multiple customers that you need to route. You can not manage their user settings without having to change your triggers.
Hope that helps.
If I'm understanding your goal:
Add a tag to the user. Any new ticket created henceforth by that user will automatically have that tag. Use that tag as a condition in your trigger.
Using the tag is perfect. Thank you!
Post is closed for comments.