How can I automatically set a tag on incoming tickets?

Question

I want to automatically add a tag or set a ticket field to all tickets that come in from a specific channel or email address. How do I automatically set a tag to all these emails?

Answer

Use a trigger to automatically set properties, such as ticket field value or adding a custom tag to your tickets based on which channel or support address it came from.

To set ticket fields on incoming tickets:

Create a trigger

Under Meet ALL of the following conditions, add the Ticket > Ticket | Is | Created condition to ensure that the trigger only fires once

Add a condition to identify the source of the ticket. Use either or both conditions:

Ticket > Channel | Is | and select the channel source

Ticket > Received at | Is | and select the support address where the ticket is received

Under Actions, add the ticket field actions you want to set for new tickets created. For example, use Ticket > Priority to set the ticket's priority to high.

To add tags, use Ticket > Add tags and enter the custom tag value

Click Create trigger

If you use Talk as a channel with omnichannel routing enabled, you can also add a tag for each IVR keypress that a customer selects when they call your Support number.

For more information on setting up inbound ticket workflows, see the following articles:

Getting started with email - Part 1: How the email channel works

Designing automated ticket workflows

How to set the ticket priority based on the support email address [Video]

Automatically tagging tickets from specific users and organizations