Route Tickets by Support Address - Frequently asked questions
Frequently asked questions
How can I route tickets to specific agent groups based on support email addresses?
You can route tickets to specific agent groups by setting up a workflow in Zendesk. This involves creating groups, triggers, and views that correspond to each support email address. First, create separate groups of agents for each support…
What are the steps to create agent groups in Zendesk?
Creating agent groups in Zendesk is the first step in routing tickets based on support email addresses. To create a group, navigate to the Admin Center and follow the steps outlined in the article on creating, managing, and using groups. You can…
How do I set up triggers to assign tickets to agent groups in Zendesk?
Setting up triggers in Zendesk allows you to automatically assign tickets to specific agent groups based on the support email address they were received at. To create a trigger, go to the triggers section and add conditions such as 'Ticket is…
How can I create views to separate tickets by support address in Zendesk?
Creating views in Zendesk helps you sort and separate tickets by support address, making it easier for agents to manage their workload. To create a view, select the option to make it visible only to agents in a specific group. Add conditions such…
How do I edit agent profiles to restrict ticket visibility in Zendesk?
Editing agent profiles in Zendesk ensures that agents only see tickets in the groups they belong to, maintaining privacy and organization. Navigate to the Team members page in Admin Center, locate the user profiles, and click 'Manage in Support'….
Can I assign tickets to specific agents instead of groups in Zendesk?
Yes, you can assign tickets to specific agents instead of groups in Zendesk by modifying the trigger actions. When setting up triggers, instead of assigning tickets to a group, you can choose to assign them directly to a specific agent. This is…
What should I do if I can't see the 'Received at' condition in Zendesk triggers?
If you can't see the 'Received at' condition in Zendesk triggers, it might be due to your current plan limitations. The 'Received at' condition is available on plans that support trigger customization, such as the Team plan or higher. If you're…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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