Workflow: How to automatically route tickets to a specific group

In this workflow, you'll learn how to use tags and triggers to automatically route tickets from specific end users to a specific group. An admin can complete this workflow.

The workflow includes the steps below:

Step 1: Create a user tag

Step 2: Create a trigger

Step 1: Create a user tag

Tag the user whose tickets need to be auto-assigned with a unique tag in their profile. You can find the end user on the Customers page in Support.

Step 2: Create a trigger

To create the trigger:

Create a new trigger

Under Meet all conditions, add these conditions:
Ticket > Ticket | Is | Created
Ticket > Tags | Contains at least one of the following | enter the user tag

Under Actions, add:
Ticket > Assignee | Group | select the group

Click Create trigger