How Do You Route Shared Inbox Tickets in Zendesk?
Video
When every HR request arrives at one shared address, someone has to read and assign each one, and the whole team can see every ticket. How one Zendesk trigger routes payroll emails by keyword to the team that handles them, with everything else going to a default group.
Chapters
One address, every request
An HR help desk often runs on one shared email address, so payroll, leave and benefits questions all arrive in the same place. Nothing on an email says what it is about, so someone has to read each one and assign it. Until they do, every ticket sits in one queue that anyone on the team can open.
Two test emails
This walkthrough sends two plain emails to the same address, with no form, category or tag. The first reports a deduction on a payslip that the employee does not recognize. The second asks how much leave is left. When they arrive, the payroll email is already assigned to HR Payroll Administrators and the leave question to HR Specialists, before anyone has opened either.
The trigger behind it
A single trigger does the sorting. It checks the help desk's brand, then looks for any of a list of keywords, such as payslip, salary, payroll and deduction, in the subject or the message body. A match sets the group to HR Payroll Administrators and adds two tags, hr_payroll and hr_auto_rerouted.
Anything that matches none of the keywords goes to HR Specialists by default, so no ticket sits unassigned. Each team works from its own queue and sees only its own requests, which keeps payroll details with the people who handle them.
