Jakob Forswall

We have the same need. In addition to this we want to be able to set this at any time. This is based on that we have several different support adresses covering different kind of support (e.g. order issues and technical issues) for different geographical regions, in order to auto-assign tickets registered via email to the right group.

Example 1:

An end-user creates a ticket from the help centre. Depending on what form the requester selects and the geographical belonging of the end-user organisation this ticket should be provided with a certain outgoing email address via a trigger.

Example 2:

A ticket for one area of support has been sent to the email adress of another area of support. The agent or group receiving the ticket should be able to change the outgoing email address for this ticket.

We know this is possible to solve using different brands, but we still want to keep the benefits of remaining in the same brand.

In our case we auto-assign some of our new tickets to some of our agents via triggers, i.e. nobody has had a look at the ticket, still the ticket is considered as open according to Zendesk. We would relly like the ticket to remain in status "new" untill an agent makes a manual update, otherwise our agents cannot get an overview of which tickets they have taken any action to.