When tickets are created from a specific email domain (for example, @vendor.com), you can keep them separate from regular ticket queues by:

1. Setting a ticket identifier field (Type/Category/Custom Field) automatically using a Create Ticket Trigger.
2. Creating a dedicated Ticket View filtered by that field and (optionally) restricting the view to specific groups.

This article explains how to configure both approaches.

Prerequisites

• Access to Admin settings in BoldDesk.
• Permission to manage:
  • Ticket Automation (Create Ticket Triggers)
  • Ticket Views (saved Advanced Filters)
  • Groups/Teams (if restricting access by group)

Segment Tickets with Create Ticket Triggers and Group‑Restricted Views

BoldDesk can automatically update ticket fields at the moment a ticket is created using Create Ticket Triggers. After the field is set (such as a specific Type, Category, or Custom Field value), you can use Advanced Filters to create a saved Ticket View that shows only those tickets.

To limit who can access that view, you can restrict the ticket view to specific Groups, so only agents in those groups can see it.

Key options

• Custom field / Category / Type approach: Separates tickets logically using a filterable field value.
• Restricting group access for the ticket view: Controls which agents can see the dedicated view.

How to Create brand or domain‑segmented ticket views and restrict them to specific groups

Step 1. Use a Custom Field, Category, or Type field (recommended for filtering)

1. Create or identify the field you want to use:

   • Type, Category, or a Ticket Custom Field (for example, “Email Domain Segment”).

2. Go to Admin → Ticket Automation → Create Ticket Triggers.

3. Click Add Rule.

   

4. In Conditions, add a condition that matches the requester’s email domain (for example, requester email contains @vendor.com).

5. Click Next.

   

6. In Actions, set the appropriate value:

   • Set Type (choose the desired type), or
   • Set Category.

7. Click Add to save the rule.

   

8. Go to Tickets, open Advanced Filter, and filter using the field value you set (Type/Category/Custom Field).

9. Save the filter as a Ticket View (so it becomes a separate view in the ticket views list).

Step 2. Restrict the ticket view to specific groups

1. Create the dedicated view using Advanced Filter (steps 8–9 above).

2. Edit the created Ticket View.

3. Set the Group restriction for the view (select the groups that should have access).

4. Save the ticket view.

   

Use Cases

• Vendor tickets isolation: If all @vendor.com emails should be worked by a specific team, set Type to “Vendor” and save a “Vendor Tickets” view restricted to the Vendor Support group.
• Partner escalation queue: Set Category to “Partner” for @partner.com, then create a dedicated filtered view for partner handling.
• Internal requests separation: Use a custom field value like “Internal” for @yourcompany.com, then create an internal-only view.

Troubleshooting Common Errors

• Tickets are not appearing in the separated view

  • Verify the Create Ticket Trigger condition matches the actual requester email format.
  • Confirm the trigger is active.
  • Confirm the trigger action is setting the expected Type/Category/Custom Field value.
  • Ensure the saved Ticket View filter matches the same field/value.

• Agents cannot see the view

  • Check the ticket view’s group restriction settings.
  • Confirm the agent is a member of an allowed group.

• Wrong field value is being set

  • Check trigger rule order (top-to-bottom execution).
  • Look for other triggers that might overwrite Type/Category/Custom Field on creation.

Frequently Asked Questions

1. How do I automatically identify tickets created from a specific email domain (for example, @vendor.com)?
   Use a Create Ticket Trigger with a condition that matches the requester’s email domain (for example, requester email contains @vendor.com), then set a field value such as Type, Category, or a dedicated Ticket Custom Field.

2. How do I create a separate queue for specific tickets after the trigger sets the field value?
   Create a dedicated Ticket View by using Advanced Filters to filter tickets based on the field/value your trigger sets (Type/Category/Custom Field), then save the filter as a view so it appears as a separate queue in the ticket views list.

3. Can I restrict access so only specific agents can see a specific ticket view?
   Yes. After creating the view, edit the Ticket View and configure Group restriction so only agents in the selected groups can access that view.

4. If I restrict a ticket view to a group, does that prevent other agents from accessing them elsewhere?
   No. Group restriction only controls visibility of that specific ticket view. It does not change ticket content, and it does not inherently prevent agents from accessing those tickets through other views or search—access still depends on your overall ticket access and permissions.

Related Articles

1. Managing Agents in Groups or Teams.
2. Methods to control permission access for an agent.
3. Using and Saving Advanced Filters as Ticket Views.