How can I route tickets to groups based on the support address they are received at?

Question

I have two separate support email addresses in my account. How can I route emails from each to specific groups of agents?

Answer

Create the groups

The first step is creating two separate groups of agents that correspond with each of your support addresses in the account. To create a group, follow the steps in this article: Creating, managing, and using groups. Repeat these steps to add another agent group.  

Create the triggers 

Triggers automatically assign tickets received from a specific support address to the designated group of agents. 

To create the triggers

1. Create a new trigger.
2. Under Meet ALL of the following conditions add:
   • Ticket | Is | Created
   • Received at | Is | support_address
3. Under Actions add: 
   • Group | group_name

Repeat these steps to create a trigger for the second group of agents. 

Tip: This recipe can also be applied if you want to assign tickets to specific agents according to the support email address it was received at.

Create the views 

Create views to help sort the tickets between the two support addresses and keep the tickets separate. 

1. Add a new view
2. Under Meet ALL of the following conditions add: 
   • Ticket: Received at | support_address
3. Select to make it visible only for agents in the specific group. 
4. Click Create view. 

Create a second view for the agents in the second group and then restrict the agents to see tickets in their group only.

Edit the profile for each agent 

The last step is to edit the permissions of each agent to make sure they can only see tickets in groups they are a part of. 

1. Go to Admin icon (), and then Manage > People. 
2. Locate the user profiles for the agents whose permissions require changing. 
3. On the lefthand side of the profile under Tickets select Ticket in agent's groups. 

Note: On Enterprise, you do not set agent ticket access in the user's profiles. Agent permissions are determined by the custom role you select for the agent. For more information, see the article: Custom agent roles.