Q: We have multiple support email addresses, is there a way to have these automatically be assigned to a specific Zendesk Group rather than just all being bundled together and unassigned?
Yes, you can set up a trigger for each support email to route tickets based on the incoming email address.
For each support email, create a trigger with the conditions:
- Ticket is Created
- Received At firstname.lastname@example.org,
Actions would be:
- Group = select your Zendesk Group you want the ticket assigned to.
- If you want an email to go out to all the Zendesk Agents in the Group, add this to the Actions:
Feel free to update the placeholders and wording with your preferred layout.
Always keep in mind that Triggers fire off in order, top to bottom.