• Andrew J

  • February 12, 2017 19:33

  Community Moderator

  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.

• Jean-Charles

  • February 21, 2017 08:55

  Thanks. I mean for an email coming in.

   

  Example : if the email contains the word "XXXX", create an action

   

   

• Andrew J

  • February 22, 2017 20:48

  Community Moderator

  Hello Jean-Charles,

  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.

• Axel Mora

  • July 25, 2019 21:31

  Is it possible to create a trigger for particular emails? For example, every time we receive an email from  customer.service@ups.com to be automatically assigned to a particular assignee (ops)?

• ZZ Graeme Carmichael

  • July 26, 2019 06:57

  Community Moderator

  Axel

  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:

  • Group>Group_XXX
  • Assignee> YYY

Post is closed for comments.