Glen

Hi Karina,

Thanks for reaching out,

You could do this by adding each individual's emails as Support addresses on the account - Adding support addresses for users to submit tickets

Once done, you can then set up Triggers to ensure that tickets sent to those email addresses end up assigned to their corresponding assignee with conditions like -

Meet all of the following conditions -

Received at - is - karina@ourcompany.com
Ticket is created

Actions -

Ticket assignee is Karina

Do bear in mind however that if you use this method, the agents will need to use an alternative email address to log in. Agent log in emails can't be support addresses.

I hope this helps!

 

Hi Karina,

Thanks for contacting Zendesk!

If an agent @ mentions you on a ticket, you should be added and notified as a CC. This is providing you have CCing enabled on the account.

If you would like to go down the Trigger route however, you can do so with the conditions in the attached screenshot :)

Make sure the name matches your name in your account.

I hope this helps!