How do I create a trigger based on a ticket email ?Answered
How do I create a trigger based on a ticket email ?
Hello Jean-Charles, do you mean for an email coming in updating a ticket, or for an email going out?
For an email going out, the email is sent by a trigger, so you can add actions to this.
Let me know if you have more details of what you are wanting to achieve.
Thanks. I mean for an email coming in.
Example : if the email contains the word "XXXX", create an action
You will need to be on more than the lowest plan for this.
If you go to Admin (gear icon) > Triggers > Add Trigger.
Then use the conditions
- Ticket: Comment Text > Select a condition option > Your words, or text string
- Ticket: Update via > IS > Email
Then add whatever actions you require.
Is it possible to create a trigger for particular emails? For example, every time we receive an email from firstname.lastname@example.org to be automatically assigned to a particular assignee (ops)?
You can use triggers to assign tickets to specific groups or agents based on the received at email. But you cannot specify a customer's email in that way. But there are workarounds.
You can create a specific support address in Zendesk under Admin>Channels>Email. Create a new support address there and it will be available as a trigger condition Received At>NewSupportaddress@MyZendesk.com. Then use an action to assign to a group or agent.
Or, you can use organisations so that every ticket from @ups.com is automatically directed to a specific support group.
Or, you can tag a user or an organisation. When a user creates a ticket, these tags will be added to the ticket. You can then use that tag in a trigger condition.
- Tags>Contains at least one of the following> Trigger_to_XXX
Then the actions:
- Assignee> YYY
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