Workflow: How to take action on tickets from a specific end user

Special circumstances may require the application of certain actions to a specific ticket requester. For example, tickets from users who share the same email domain (@acme.com) might need immediate resolution or a specific tag.

This workflow provides a simple solution with ticket triggers based on three scenarios:

User tags

User fields

Organization domains

The workflow includes the steps below:

Step 1: Apply user tags

Step 2: Apply user fields

Step 3: Map organization by domain

Step 1: Apply user tags

Apply a user tag

Find the end user you want to identify, then edit the user to add a user tag.

Create a trigger that uses this as a condition

To create this trigger:

In Admin Center, click Objects and rules > Business rules > Triggers

On the triggers page, click the Ticket tab

Click Create trigger

Under Meet ALL of the following conditions, add:

Ticket > Ticket | Is | Created

Ticket > Tags | Contains at least one of the following | your_tag

Add the desired action to the trigger

Step 2: Apply user fields

Create a user field

To create a user field:

Create a custom user field

Locate the end user and update the end-user field

To find the user:

Search for the end user

Find the custom user field and apply the changes

Create a trigger that uses this as a condition

To create this trigger:

Create a trigger

Under Meet ALL of the following conditions, add:

Ticket > Ticket | Is | Created

Organization > Organization | Is |Checked

Add the desired action to the trigger

Step 3: Map organization by domain

Map a domain to an organization

End users with a mapped domain are added to that organization automatically. Use this to identify new requests from an organization that matches the user's domain.

To map an organization with a domain:

Find the organization

Map the domain

Create a trigger that uses this as a condition

To create this trigger:

Create a trigger

Under Meet ALL of the following conditions, add:

Ticket > Ticket | Is | Created

Requester > Users Workflow (created custom field) | Is |your_organization

Add the desired action to the trigger