Tag conversations by the e-mail address they were sent to

What You’ll Need

• Access to Settings in Zuzana
• The e-mail address you want to single out, for example b2b@yourcompany.com
• Mail to that address already forwarded into Zuzana (see the Google Workspace or Microsoft 365 forwarding articles)

Why do this?

Many teams run more than one inbox: support@, b2b@, returns@, press@. Forwarded into Zuzana they all land on the same board, and you lose the distinction. Tagging on arrival gives it back: you can filter the tag in the helpdesk, boost it up the queue, restrict it to a squad, gate auto-send on it, and see it as its own row in reporting.

Step 1: Create the tag

1. Go to Settings → Advanced → Tags
2. Create the tag, for example B2B
3. Turn Allow AI to use this tag off. This tag is decided by the recipient address, not by reading the message, so the AI should not be guessing at it

Step 2: Create the automation

1. Go to Settings → Advanced → Automations and click Create Automation
2. Name: something you will recognise later, for example "Tag B2B (sent to b2b@)"
3. Trigger: Conversation Created. This fires once, the first time the ticket is created, which is exactly when you want the label applied
4. Priority: leave it at 0, or set 10 to keep it below anything that must run first. Lower numbers run first
5. Leave Enabled on

Step 3: Add the condition

1. In the Conditions section, click Add Rule
2. In the field dropdown, pick [Source] Custom Selector
3. In the box next to it, type the selector: to
4. Set the operator to Contains
5. Type the address in the value box: b2b@yourcompany.com

"Custom Selector" reads a field straight off the incoming e-mail, and to is the list of recipients on it. Contains matches if any one of them is your address, so it still works when the customer wrote to several people at once.

Note: use Contains, not Equals. Each recipient is checked on its own, and it often carries a name, as in B2B <b2b@yourcompany.com>. Equals only matches a recipient that is exactly your address, with no name.

Step 4: Add the action

1. In the Actions section, set Type to Set tag
2. Pick your tag under Tags, for example B2B

Tags are added, never replaced, so anything your team puts on the ticket later stays. The AI only tags tickets that have no tags yet, so a ticket this automation tags gets no topic tags from the AI.

Step 5: Save and check that it fires

1. Click Create
2. Send a test e-mail to the address
3. Open the automation again and go to the Run history tab

Run history lists every conversation the automation matched and what it did with it, including the runs it skipped and why. If nothing appears there, the condition did not match. If a run appears but says skipped, the action did not apply. That distinction is usually the whole answer.

Then use the tag

• Filter it in the helpdesk. Pick the tag in the filter bar to see only those tickets, and keep the view as your own working list
• Give it to a squad. A squad rule can include the tag, which gives the squad a drill-down to these tickets. On its own it does not keep them out of anyone else's flow. With departments on, a department can also claim the inbox directly under Always route here, no tag needed
• Move it up the queue, through the flow queue in Custom mode
• Report on it, as its own row in the tag breakdown

Good to know

• Only the To field works. If a customer puts your address in Cc instead, the ticket is not tagged. Zuzana removes the addresses you added under Settings → Channels → E-mail from Cc as the e-mail comes in, so a rule on the selector cc cannot match your address
• One automation per address. Copy it for returns@, press@ and so on. Keeping them separate makes Run history readable, and each can carry a different tag
• Conversation Created only applies to new tickets. Existing conversations are untouched, and a later reply on the same thread does not re-run it. Choose Message Received only if you deliberately want the check repeated on every inbound message
• The Conditions section always says "No conditions: runs for every conversation". That line is fixed help text, not a status. Your rule is still there, and it still applies
• Several automations can tag the same ticket. Set tag is additive, so it runs for every automation that matches, unlike Set market where the first one to apply wins