How Group Rules Works

Group Rules is an app that stores a set of rules in Zendesk's Custom Objects. As an admin, you can create rules in the navigation bar application. These rules will bind selected Forms, Brands and Support Addresses to an agent's default group. A background application will apply these mapping rules whenever an agent creates a new ticket.

Features

Automatically set the following ticket fields, based on an agent's default group:* Ticket Brand

• Ticket Form

• Ticket Support Address

Group Rules also features a Debugging Mode which will show up in the New Ticket Sidebar. The Debugging App displays the data that the new ticket was populated with.

Use Cases

This app is intended to help businesses that host multiple brands in their Zendesk Setup. Based on an agent's default group, this app will set a ticket's Brand, Form and Support Email Address.

• When an agent in Group 'Orange Events' creates a new ticket, automatically set the support address to 'orangeevents@example.com'.

• When an agent in Group 'Avocado Analytics' creates a new ticket, automatically set the ticket form to 'Analytics'

• When an agent in Group 'Banana Support' creates a new ticket, automatically set the ticket brand to 'Acme Banana Ltd.'

App Requirements

• Zendesk Custom Objects

• At least one Ticket Group

• At least one Ticket Brand

• At least one Ticket Form