• Stephen Belleau

  • 2019년 12월 02일 16:03

  It would be great to have this solved natively. In the meantime, what you can do Irene Yung is create a dropdown with each of your support addresses, and then a trigger per support address. When received at = abc@mydomain.com, fill in your dropdown with the same value. Then you can report on that dropdown!

• Brett Bowser

  • 2019년 12월 02일 17:14

  Zendesk Community Team

  Thanks for sharing this workaround Stephen!

• Irene Yung

  • 2019년 12월 03일 03:46

  Hi Stephen, thanks for the idea.

  Can you give more tips how to create it? I've checked the "standard calculated attributes" and  "Set" in Calculations menu, cannot find one attribute suitable...

• Stephen Belleau

  • 2019년 12월 03일 18:55

  Sure. Sorry if that was confusing. By "create a dropdown" I meant a custom ticket field. This solution won't help you report retroactively, but will give you the data moving forward.

  1. Click the Admin icon () in the sidebar, then select Manage > Ticket Fields.
  2. Click the Add field button.
  3. Click New Field at the top of the page, and enter a title for the field. (e.g. Recipient Address)
  4. Choose Dropdown as the field type
  5. Enter each of your support addresses as dropdown values & Save

  Then you can create a trigger for each support address.

  1. On the Triggers page, click Add trigger.
  2. Enter a name for your trigger (e.g. Set Recipient Address - abc@mydomain.com)
  3. Click the Add condition button under Meet All of the following conditions and choose "Ticket is created" and "Received at is abc@mydomain.com"
  4. Under actions, set your Recipient Address dropdown to the corresponding abc@mydomain.com value
  5. Repeat (clone trigger) for each support address. 

  Again, this won't be retroactive, but once this is in place, your new tickets moving forward will have the ticket field populated with your support address. It will appear in Explore as a ticket attribute for you to use.

• Irene Yung

  • 2019년 12월 12일 07:40

  Hi Stephen, 

  Thanks for providing all the steps. Simply speaking, the agent has to fill in a new ticket field in order to have the dropdown in Explore?

• Brett Bowser

  • 2019년 12월 12일 15:25

  Zendesk Community Team

  Hey Irene,

  Once you've set up the trigger that Stephen mentions above, you shouldn't need to have the agent manually set the field. This should be done automatically through the newly created trigger. Once the field has been used in your tickets, it should then show up as an option in Explore.

  Hope this clears up any confusion!

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