Feature request: use email headers as trigger conditions

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Daniël Nieuwendijk

Posted Mar 22, 2023

I would like to be able to use incoming emails' headers, such as To (and I suppose From and CC as well) as trigger conditions. 

Use case:

I want tickets received via aliases to be assigned to the brand which is associated with the mailbox. We have, let's say, support@domain.com and service@domain.com, belonging to the same mailbox. The "support" alias is the primary one and is how the mailbox shows up in Channels, associated with Brand XY. Currently, tickets via the secondary alias "service" will be assigned to the default brand instead of to XY. Zendesk only offers a non-supported way with major caveats to deal with aliases to resolve this. issue.

Alternatively, Zendesk could make the entire headers available as a condition and offer a RegEx operator.

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      Shawna James

      Hey Joshua, thanks for your question. No action is needed from you at this time! You are probably seeing this ticket in your My Activities page? If so, please note that we are aware that these tickets are showing up and are working on a solution in order to avoid confusion! Due to an integration we have in our Community, members are seeing tickets that are for our internal tracking purposes. Thank you for raising this and we apologize for any confusion here!

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      Joshua Newell

      How is this awaiting my reply?

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      Joshua Newell

      Yes, having all incoming email headers regex triggerable will allow me to auto assign tickets to the personal in question.   I want to redirect all team member emails to the team group and auto assign it to the team member via headers that have been set at the exchange level. 

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