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Is there a way to automatically assign agents based on their individual emails?

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Karina Weisman

投稿日時：2021年2月11日

We have emails for each agent on my company:

Karina is karina@ourcompany.com

Zach is zach@ourcompany.com

Hanna is hanna@ourcompany.com

Is there a way to make each of them as assignees whenever an email is directly sent to their emails (not as a response but as a new ticket)? 

We're Zendesk Support Lite. :)

Thanks!

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    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!

     

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