5 Commentaires

  • Andrew J
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    Hello Jean-Charles, do you mean for an email coming in updating a ticket, or for an email going out?  

    For an email going out, the email is sent by a trigger, so you can add actions to this.

    Let me know if you have more details of what you are wanting to achieve.

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  • Jean-Charles
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    Thanks. I mean for an email coming in.

     

    Example : if the email contains the word "XXXX", create an action

     

     

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  • Andrew J
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    Hello Jean-Charles,

    You will need to be on more than the lowest plan for this.

    If you go to Admin (gear icon) > Triggers > Add Trigger.

    Then use the conditions

    - Ticket: Comment Text > Select a condition option > Your words, or text string

    - Ticket: Update via > IS > Email

    Then add whatever actions you require.

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  • Axel Mora
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    Is it possible to create a trigger for particular emails? For example, every time we receive an email from  customer.service@ups.com to be automatically assigned to a particular assignee (ops)?

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  • Graeme Carmichael
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    Axel

    You can use triggers to assign tickets to specific groups or agents based on the received at email. But you cannot specify a customer's email in that way. But there are workarounds. 

    You can create a specific support address in Zendesk under Admin>Channels>Email. Create a new support address there and it will be available as a trigger condition Received At>NewSupportaddress@MyZendesk.com. Then use an action to assign to a group or agent.

    Or, you can use organisations so that every ticket from @ups.com is automatically directed to a specific support group. 

    Or, you can tag a user or an organisation. When a user creates a ticket, these tags will be added to the ticket. You can then use that tag in a trigger condition.

    • Tags>Contains at least one of the following> Trigger_to_XXX

    Then the actions:

    • Group>Group_XXX
    • Assignee> YYY
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