To create a trigger that automatically closes tickets from a specific email, set up a trigger with the 'Received at' condition targeting the specific external email address. Then, add actions to close the ticket and send an email to the user.
This setup ensures that any ticket created from emails sent to the specified address is automatically closed, and the user is notified to use the Zendesk web portal instead. This can streamline your ticket management process and guide users to the preferred support channel.
If your trigger is firing on all tickets, it's likely due to the 'Ticket > Received at' condition. When you forward emails to your Zendesk account, they are recognized as being received at your Zendesk support email address. This means any trigger…
To differentiate between emails received directly at Zendesk and those forwarded from an external address, ensure the external address is added as a support address in Zendesk. This setup allows you to define specific behaviors for emails received…
Currently, Zendesk does not offer a direct 'Is NOT' option for the 'Received at' condition. However, you can work around this by creating a trigger that adds a tag to tickets received at a specific email address, and then exclude tickets with that…