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Question on Ticket classification based on email

Answered
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Greg Mazurak

Posted Mar 03, 2022

Hello,

I'm new to Zendesk and had some general support questions.  I don't see an email address for that, so perhaps that's my first question.  Is there a support function?

On a more specific issues most of our users use email to open tickets.  Is there a way we can either use a secondary email address for urgent/critical tickets such that they are classified as such?  Or is there a way based on a word or phrase that we could have a ticket classified as critical?  Appreciate any feedback anyone might have.

Thank you,

Greg

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2 comments

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    Nicole Saunders

    Zendesk Community Manager

    Hi Greg - 

    First, welcome to the Zendesk Community! You are welcome to ask questions here any time. We do, of course, also have support staffed 24/7; here's information on how to reach out to them: 

    Contacting Zendesk Customer Support

    I'm going to have someone who is more of an expert with the ticketing system jump in to help answer your second question; look for that response shortly. 

    Have a great day!

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    image avatar

    Pedro Rodrigues

    Community Moderator

    Hi Greg Mazurak, there are a couple of direct ways to achieve that:

    • You can add multiple email addresses to your Zendesk account, which means you can have a secondary support address for more urgent cases, and create a specific trigger accordingly (make sure you use the trigger condition "Received at")
    • Additionally, you can create triggers to identify potentially urgent cases. For example, a trigger with the following conditions:

    Hope this helps!

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