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Ticket being placed in the wrong queue

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Corey Wahler

已于 2021年5月21日 发布

I'm curious what options I have for the following issue:

We have a user that is emailing into our system using two email addresses in the TO: field

  • Support@
  • Billing@

We need these tickets to go into our billing queue but they're getting placed into our support queue instead. Is there anything I can do within Zendesk to make sure these emails are placed in the billing queue?

From what I can tell if billing@ is listed first it ends up in that queue but if Support@ is listed first it gets directed to that queue.

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    Amie Brennan

    Hi Corey,

    It sounds like you might need to check your triggers here to make sure the tickets are routing correctly. 

    Secondly, on the user's actual profile, you could put a tag, and then build a routing trigger off the back of that tag to send the tickets to the group they need to be in from that particular customer. 

    Hopefully, this helps, if you're still unsure, it would be worth you showing an example ticket to Zendesk Support so they can have a look at the events on the ticket with you and help point you in the best direction to resolve this. :)

    Best,

    Amie

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    Dave Dyson

    Thanks for all your help in the community lately, Amie!

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