Trigger based on domain

​@Mads11 You can route based on the organisation if that makes sense in your setup? If not I would add a custom field to the org or user with the email address or domain and have a trigger run based on “If field contains “domain.com” then assign to group”.

Create the Organization (Domain Mapping) 

• Navigate to Organizations in the left sidebar.
• Click Add organization.
• In the Email domains field, add the domain (e.g., acme.com). You can add multiple spaces-separated domains.
• Select a Group within the organization settings to auto-assign all tickets from this domain, bypassing the need for a separate trigger. 
   

Hope this helps :)
Regards,
Sakar U Khatiwada
saaspal.us

Hi ​@Carsten11 , yeah that’s a good shout 👍

​@Mads11 

Just to explain why the org thing actually works:

Zendesk links users to an organization based on their email domain (if that domain is added to the org). So if someone writes in from @domain.com, Zendesk already knows “this requester belongs to Org X”.

That means you can just do:

Requester: Organization = X → assign to group

So you’re not really matching the domain directly, you’re using the org as the middle layer, which Zendesk does support in triggers.

From the left in Support if you click organziation and organization details you see the Group on the left

If that does not work you can create a trigger on the condition if Ticket is Created and Organization is Something then Group would be something you want 

When you look at the organisation in Zendesk you have a few options in the left side:

You can also read more here: Mapping a org to a group

If the domain is already mapped to an organization, I would usually keep the routing logic tied to the organization rather than trying to infer the sender domain in every trigger.

The main thing to watch is overlap. Domain/org-based routing often starts with one exception, then grows into several rules that set group, tags, priority, or notifications for similar companies. Before adding the next one, I would check:

1. Whether another trigger already routes the same organization or requester segment.
2. Whether an earlier trigger changes group/status/tags in a way this rule depends on.
3. Whether the rule should be mutually exclusive with broader "all incoming email" routing.
4. Whether the trigger description makes the source of the org/domain mapping clear for future admins.

I built RuleScope for this kind of trigger audit. It is a read-only Zendesk Marketplace app that scans for overlapping conditions, conflicting actions, dead rules, and order-sensitive behavior. It will not add a native sender-domain condition, but it can help sanity-check a growing set of org/domain routing triggers:
https://rulescope.offshoot-labs.com/go/install?utm_source=zendesk_community&utm_campaign=trigger-based-on-domain