Juz

This is a really basic feature. Our support agents need to have all info shown to them straight up in the one screen.

For emails from some domains, or with particular subject lines, there's a standard set of things that we need to remember or refer to.
We therefore want tickets from those customers to get a text automatically copied in as a comment into the ticket.

There is the workaround at (Link removed by the Zendesk Community Team. Post has been archived due to outdated information.) which goes most of the way. However the slightly reproving tone from the Community Manager's comment there is not helpful. 

The explanation of a race condition given above also seems somewhat out of place. Other ticketing systems manage to provide this function, so it's not a far-fetched or computationally impossible feature request.

Hi there,

I'm transferring about one hundred workflows from our current ticketing service into Zendesk.
We have a number of potential triggers based around the sender address.

It's a bit surprising that Zendesk doesn't allow identifying a ticket by its sender address.

Taking the hint from Martin above on Jan 24 2017, I looked into creating an organisation, but I'm not sure this is the right approach. For instance, how do you express the following as a ZenDesk trigger?

IF

    the customer email contains 'hello@annoyingonlineapp.com'

AND

    subject email contains 'Upgrade your service today!'

THEN

    automatically close the email


... I am most confused! Not to mention blocked in migrating :(