The postmaster filters setup available for EMAIL/M365/Google channels work very well for us in segregating the incoming mails and allocate them to the correct group depending on the sender. However, when a ticket is created via web channel, is there a capability to assign filters?
Currently all web channel tickets go to Incoming group. I see a possibility using Triggers for the same, but I have also read elsewhere that having more than 500 triggers may impact performance of the system as system checks all the triggers when a ticket is updated. So I would like to avoid using triggers. Is there anything else I can look at or is this a new feature request?
The question is what is your problem which you want to solve?
E.g. the customer can already select a group in the web form. Or do you want to pre-fill this field because of some other selection? Then Core-Workflow could be your friend.
In general, Triggers are designed for different kinds of automation. I think to end up in 500 triggers, is also not that easy But for sure you should have some thoughts in behind. In general, triggers are running on one single ticket and because of that also not that problematic related to the performance.
First of all, wishing you and Zammad team a very happy new year Dominik
The problem I am facing is as follows: We support a number of clients (Organizations), and users from these clients login to the portal and create tickets. Our groups are defined around these clients, i.e. different teams handle different clients. Our agents are assigned to these groups, you can think of them like dedicated account managers. The groups are the only way we can achieve access restrictions so that the account managers cannot see what’s going on in other accounts they are not related to.
Due to this setup, we do not provide Group field to customers in the web channel. When they login to portal and create tickets, they cannot select a group (as they would then see all the different clients we have). So their tickets are going to the incoming group, and someone monitoring the incoming group then need to assign correct group so that account manager can see the ticket and respond. This additional delay is causing an impact on our SLAs.
The solution for this, the way I see it, is to setup filters based on customer email, or organization/domain to auto-assign the group the customer ticket should go to.
I hope my use-case is clear, kindly let me know if any further details required.
Ok, so when you have some identifier inside the customer/organization it should be possible to use a trigger for the group routing.
Or it could be possible to add a core workflow which would then prefill some value inside the group field (which should be hidden).
But for sure you should have some thoughts in behind. In general, triggers are running on one single ticket and because of that also not that problematic related to the performance.