How can I forward tickets from a specific channel to an agent/ group?
Hi,
Long story short – we need to forward tickets received at a specific channel (a specific e-mail address to be precise) to a group of agents.
I have tried to google it and also tried it myself in Zendesk using automations. I am unable to make it work.
In addition to that, I would like for this specific group to only be able to have access to these tickets. Is there a way to do this?
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Hey
Theres a useful article here https://support.zendesk.com/hc/en-us/articles/4988173561370-Creating-private-ticket-groups-and-granting-agents-access about private ticket groups which will leave visibility for users only in that group (unless the ticket is transferred out).
To route emails you'd be better using a trigger rather than automation. In the All Conditions put Received at xxxxx@xxxxxx.com. Then in actions select Group and choose the required group. You can also assign other things like the form, ticket status etc here.
Hope this helps.
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Hey Oliver,
Thank you! Unfortunately we are not using Enterprise, only Professional. But your tip regarding using triggers was really helpful!
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Hi Denise,
In addtion, when you add agents to groups, define their privileges on their profile page. One of those privileges is called Access. This defines the agent's access to tickets. Select Tickets in agent's groups.
I hope that helps!
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Hi Gabriel,
Thanks for this addition. From what I have found in my search, this is only available for Enterprise. We use Professional.
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