1.Catches webhook payload
Integrate Webhooks by Zapier and automation mapping tools to catch the incoming ticket payload and route it to ticket lookup data.
Reassign new inbound tickets to the change creator
Automatically catch webhook payloads that reference incoming tickets needing new ownership across Webhooks by Zapier and Zendesk. Create and update ticket assignees when ticket identifier arrives, ownership change is referenced, or reassignment is requestedβso you can assign tickets, set the change creator, and update request details without manual routing.
How this automation reassigns your ticket ownership
When webhook payloads reference tickets that need new ownership, delayed routing leaves tickets without the right context. This automation catches inbound ticket signals, finds and filters the right Zendesk ticket, extracts the change author, and updates the ticket assigneeβso your team can reassign faster.
Webhooks by Zapieror swap with your favorite app
2.Finds matching ticket
Integrate Zendesk and ticket search tools to find the Zendesk ticket by the mapped ticket identifier.
Zendeskor swap with your favorite app
3.Filters qualifying tickets
Integrate Filter by Zapier and workflow rules to continue only for tickets that match your configured inbound group and status.
Filter by Zapieror swap with your favorite app
4.Extracts change author email
Integrate Code by Zapier and parsing tools to extract the change author email from the ticket description.
Code by Zapieror swap with your favorite app
5.Finds matching user by email
Integrate Zendesk and user lookup tools to search for a user matching the extracted email.
6.Updates ticket assignee
Integrate Zendesk and ticket update tools to set the assignee and adjust request type, due-date, and tags as needed.
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Explore all ticket routing automations
Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
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Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
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Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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