Trigger Conditions: Sender email address

59 Comentários

  • Alexander Kunz

    I have to join the convo here as I would agree it pretty ridiculous that such a basic feature is not available in Zendesk.  We use our support system to route tickets to various departments based on what the customer needs assistance with, ie emails to sales go to the sales team, emails to support go to the support team, emails to IT go go it.  Our phone system even automatically assigns tickets to specific departments based on our IVR tree.   

    ZD appears to be very 2 dimensional in that the perspective is everything is completely linear.....  It's surprising to see so many folks request this feature going back a few years and it's yet to be supported.

    Well if they don't add this feature soon, unfortunately, we are probably going to move over to Jira Service desk as many of the requested capabilities do exist in that platform.  The only thing they lack right now is IVR integration but given they have open API's, should work nicely to fix that.

  • Alexander Kunz

    I have a temp solution for those using Gsuite.  For group email addresses, you can add a prefix enclosed in brackets.  For example:   email is, add a prefix [sales-team]. 

    The prefix will be passed over in the subject line and you can build a trigger for the specific string used in the prefix.

    Then build any necessary views for those distribution groups.

    You may be able to do the same thing for other email providers or alternative options such as adding a header/footer string.

  • Krystian Dąbrowski

    I'd like to describe my use case too. At first, I want my users to be able to write support requests without registering accounts on Zendesk. That means, I have them all as unverified users and cannot benefit from the "organization" auto assignment feature.

    My goal is to setup two different SLA policies:
    - for regular customers, 
    - for VIP customers (based on e-mail domains, because they can contact us directly or using support form). 

    Usually the VIP customers are big companies and we do not know all of the employees that can contact us. The licenses are floating so we are not able to register and verify all potential users.

    I like Zendesk's modularity and it seems to be well designed, but I am wondering why I cannot create trigger based on a requester's e-mail condition? Having that I could use all great puzzles to achieve my goal, e.g. using tags.

    As other's said using 3rd party software to achieve and maintain it in at least two different places is not doable (eventually). 

    Hope to hear anyone commenting on this. I'm on trial and don't know what to do now...

  • Megan Lalock

    I am chiming in with my 2 cents. I am super surprised that this is not standard functionality where we can make triggers based on an email. Besides making an organization ( which you would need to update frequently depending on the number of different emails you get from the same palce) I could only think of adding a trigger to make this happen. Regardless, this functionality should exist already. How do we get this on someone's radar?

  • Megan Lalock

    I ran into this same issue today when I was trying to create a trigger based on a customer's email address. I am truly surprised at some of the things that Zendesk doesn't support when much smaller competitors do. 

    The only work around I can see is adding a tag to the email of the creater user account and making a trigger that way but it's extra steps that aren't truly needed.

  • Michael Conaghan

    No idea why "email" IS "X" does not work. 

    What I have done - given we have light agents... 



    e.g. send email to Tier 2 (VIP Alert)

  • Angelweb SAS

    We need it too, weird that it isn't already planned.

  • Nina Olding

    Hi all, thanks for sharing your feedback. I appreciate you highlighting this gap in the current product functionality. Whilst it's not something we're implementing at this moment in time, it's on our radar as a potential improvement as we're rethinking triggers and automations in the coming year. Thanks again for sharing - it's always helpful to understand what's top of mind for customers as we develop our roadmaps.

  • Qin Brian
    My problem is there are 5 email box with different names. We want to use ZD's dashboard to show how many email arrives to each mailbox
    Can ZD fulfil it?
  • License

    After 5 years, triggering by email is still not supported? Can some moderator please comment on this?

  • DealCloud 1 DealCloud

    5 years later and this still isn't added. Typical Zendesk.

  • 000000 Danjoint

    We have a client that is a global franchise organization. Each franchise has their own contract with us, which in turn means they have their own Organization record. We have a dedicated team to Support these franchises. Although we do have a separate support email address for these clients, sometimes these users will email our general support box instead and I need a way to catch these and route them to the dedicated support team.

    Since each franchise has their own organization record, adding email domain to the organization record won't work as they all have the same email domain. If I could have a condition based on requester email address within my "Route case to XX Group" trigger this would solve my problem, but it doesn't look like it's possible. This seems like a very basic request and it's a bit mind boggling that this field isn't available as a condition in Triggers.

  • Raghu Murthy

    Want to echo the above comment

    After 5 years, triggering by email is still not supported? Can some moderator please comment on this?

  • Liam Kelly

    Chiming in, as this is one of the most basic ways of filtering messages.  The fact this has been a request since 2017 with no action from Zendesk is disappointing as always.

  • Michael Ruthenberg

    @Zendesk: Wann wird die Funktion eingebaut?
    Über Jahre wünschen sich das die Anwender und es passiert nichts. Warum passiert hier nichts?

  • Pat

    We would wish this feature would be available, a key condition in triggers.

    What are plans on this? 

  • Glennie T. Sørensen

    It would be great to have this feature, a key condition in triggers. 

  • Markus Schulz

    We would have needed this function many times in the past. Therefore, we request implementation.

  • Jordan

    Agreed. Would love to see this feature.
    Coming from Freshdesk over to Zendesk, we would use this trigger a lot in Freshdesk.

  • Mark Szymanski

    Adding my voice to this feature request.  Have to agree with many of the other commenters that it's amazingly disappointing and frustrating that this has not been implemented yet, especially after so many requests over so long a time.  Would seem to be basic and not difficult functionality to have.

  • Joel Watson

    How is there STILL not a trigger for this? It's been nearly 6 years since this basic functionality was requested.

  • Oleg Sakharov

    +1 to previous comments. It should be definitely available by now @Nina Olding. 

    This feature would help routing tickets based on the requester's email, as well as help to manage potential fraud or spam attempts without suspending tickets immediately. 

  • Bailey Whitaker-Lea
    Zendesk Product Manager

    Hi Everyone - 

    New PM for Triggers & Automations here, catching up on the requests in the Community. It has been great to see all the feedback from you! I certainly understand your frustrations around needing more flexibility in your trigger conditions and actions. While we are actively working to improve Triggers this is not a feature we currently have planned, however it is in our backlog of potential improvements. 
    Thank you for sharing your use cases as this helps our Product teams tremendously to know what is most important to you. 

  • Driesen, Christian

    Dear zendesk, 

    I am sorry to hear that you put this feature request in your backlog (meaning: you are not supporting it in the near future). There is a lot of feedback here since 2020 and you are not responding to it. 

    Working in softtware development myself, I'm wondering which features are more important to you in Zendesk support. For us a lot of your recent distributed features are not important - this one though would be. 

  • Jacob Hill

    This feature is really needed.

  • Daniel Nordh

    We're in 2023 now, and still this doesn't exist. :(

  • Pat

    This is a key feature for us!

  • Joana Antunes

    Any updates on this feature?

  • Akash

    Is there any timeline when this is going to be implemented?


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