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

<p>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, such as acme.com, might need immediate resolution or a specific tag.</p><p>This workflow provides a simple solution with ticket <a href="https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work" target="_blank" rel="noopener noreferrer">triggers</a> based on three scenarios:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HXY1BFCAPEN08R87P7ENG6TS">Option 1: Apply user tags</h3></div><div class="panel">
<p>You can add a tag to users to identify tickets from those specific users.</p>
<p><strong>Prerequisite: </strong>Find the end user you want to identify, then <a href="https://support.zendesk.com/hc/en-us/articles/4408822763546#topic_ifn_tvn_x1b" target="_blank" rel="noopener noreferrer">edit the user</a> to add a user tag.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 612/230; width: 50%;" src="https://support.zendesk.com/hc/article_attachments/10009961301530" alt="add user tag in the user profile page" width="250"></p>
<h3 id="01HXY1G18XYBGPX37812NDQPP4">Create a trigger that uses the tag as a condition</h3>
<p>To create this trigger:</p>
<ol>
<li data-list-item-id="eb7dad030e3587ea573c7c33e5d5f0e43">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <strong>Objects and rules</strong> &gt; <strong>Business rules</strong> &gt; <strong>Triggers</strong>
</li>
<li data-list-item-id="e8c91837fcf01fd73a34e17ee6c0ab9c0">On the triggers page, click the <strong>Ticket tab</strong>
</li>
<li data-list-item-id="e6a0aac2fd12511631cadd1c775b8377e">Click <strong>Create trigger</strong>
</li>
<li data-list-item-id="ea6d339e4709bee210a447a869a92e91c">Under <strong>Meet ALL of the following conditions</strong>, add:<ul>
<li data-list-item-id="e76bd91d25fef70b164a1fd45f4d21b15">
<strong>Ticket &gt; Ticket</strong> | <strong>Is</strong> | <strong>Created</strong>
</li>
<li data-list-item-id="e38deadc8c92b499220125866e9d137af">
<p><strong>Ticket &gt; Tags</strong> | <strong>Contains at least one of the following</strong> | <code>your_tag</code></p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1517/503; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/10104618854298" alt="Step 1 trigger: Ticket tags" width="1517" height="503"></p>
</li>
</ul>
</li>
<li data-list-item-id="e97dc6721bbbf37c5e9959e88b7609b02">Add the desired action to the trigger</li>
</ol>
</div><div class="accordion"><h3 id="h_01K975MTDCHPFXV2Z3J3S62DXW">Option 2: Apply custom user fields</h3></div><div class="panel">
<p>You can create a custom user field to identify tickets from specific users.</p>
<p>Prerequisites:</p>
<ul>
<li data-list-item-id="ed17b963f37aa9f656db8bd7278594ba6">Create a <a href="https://support.zendesk.com/hc/en-us/articles/4408822051866-Adding-custom-fields-to-users" target="_blank" rel="noopener noreferrer">custom user field</a>
</li>
<li data-list-item-id="e102460d141b3e8135e4ce0a533fa9b33">
<a href="https://support.zendesk.com/hc/en-us/articles/4408822762650-Viewing-an-end-user-s-profile-in-Zendesk-Support" target="_blank" rel="noopener noreferrer">Search for the end user</a>, then find the custom user field and apply the changes</li>
</ul>
<h3 id="h_01KAZPCWFDAHX9VHTB2RW3DFWK">Create a trigger that uses a custom user field as a condition</h3>
<p>To create this trigger:</p>
<ol>
<li data-list-item-id="e24e1ec763570bb27e7feb5f23c0c754b">Create a <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank" rel="noopener noreferrer">trigger</a>
</li>
<li data-list-item-id="e46ba20b15e2a79e9a3eda3147a5b62c9">Under <strong>Meet ALL of the following conditions</strong>, add:<ul>
<li data-list-item-id="edc79f00ec99a3937da518ef8cfbce2c4">
<strong>Ticket &gt; Ticket</strong> | <strong>Is</strong> | <strong>Created</strong>
</li>
<li data-list-item-id="ebf4c57ffa930d51b4f3b886eb8dedf7b">
<strong>Requester &gt; Users Workflow (created custom field) | Is |</strong><code>your_organization</code><br><img class="wysiwyg-image-resized" style="aspect-ratio: 1517/503; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/10104641825306" alt="Step 3 trigger" width="1517" height="503">
</li>
</ul>
</li>
<li data-list-item-id="e1ad521cd7f03e310576811d3bcc060cc">Add the desired action to the trigger</li>
</ol>
</div><div class="accordion"><h3 id="h_01K977GX31PFQMZ7M6MP2XB3V8">Option 3: Map organization by domain</h3></div><div class="panel">
<p>End users with a <a href="https://support.zendesk.com/hc/en-us/articles/4408886146842-About-organizations-and-groups#:~:text=To%20manage%20requests%20based%20on%20email%20domains" target="_blank" rel="noopener noreferrer">mapped domain</a> are added to that organization automatically. You can use this to identify new requests from an organization that matches the user's domain.</p>
<p><strong>Prerequisites: </strong>Find the <a href="https://support.zendesk.com/hc/en-us/articles/4408846640410-Managing-organizations" target="_blank" rel="noopener noreferrer">organization</a>, then map the domain.</p>
<p><img src="https://support.zendesk.com/hc/article_attachments/10569919816602" alt="" width="392" height="347"></p>
<h3 id="h_01KAZPCWFDTZ3D4ZJWRHCBYZK9">Create a trigger that uses organization as a condition</h3>
<p>To create this trigger:</p>
<ol>
<li data-list-item-id="e4c46e4608029f02a022504a659831623">Create a <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank" rel="noopener noreferrer">trigger</a>
</li>
<li data-list-item-id="e6335acb314cda6a74fc22240bdfe350d">Under <strong>Meet ALL of the following conditions</strong>, add:<ul>
<li data-list-item-id="ef3fa0993356732a2048dbce396c9b668">
<strong>Ticket &gt; Ticket</strong> | <strong>Is</strong> | <strong>Created</strong>
</li>
<li class="wysiwyg-list-bold" data-list-item-id="edbcaa2ea14522680a9d04ee2acc0d5dd">
<p><strong>Organization &gt; Organization | Is |Checked</strong></p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1517/503; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/10104618854554" alt="Step 2 trigger: Organization" width="1517" height="503"></p>
</li>
</ul>
</li>
<li data-list-item-id="e83f39383bca6e340f337ac7f9cc010af">Add the desired action to the trigger</li>
</ol>
</div>