How can I organize incoming tickets with multiple email addresses?
To organize incoming tickets, create multiple email addresses for customer requests, rather than using one general email address. For example, you might set up email@example.com, firstname.lastname@example.org, and email@example.com to collect customer requests. You can set up as many email addresses for tickets as you need or enable the wildcard emails option.
With multiple support addresses in place, you can process incoming email based on which email address it was sent to.
Suppose you run an online clothing store and you need to handle returns from customers. Instead of having those customers send return requests to your general support email, for you to then pass along to your Returns Department, set up an email address called firstname.lastname@example.org and set up a businness rule to automatically route return tickets to your Returns Department.
To set this up
- Add additional support addresses for your customers to submit tickets.
- Create a trigger
- Under Meet ALL of the following conditions add:
- Ticket | Is | Created
- Received at | Is | support_address
- Under Actions add:
- Group | group_name
Repeat these steps for as many email addresses as you need to organize your incoming requests.
For information about routing tickets to agents who belong to a specific group, see How can I route tickets to groups based on the support address they are received at?