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 and make it only visible to members of those groups?

Answer

Create the groups 

The first step is creating two separate groups of agents that will correspond with each of your support addresses in the account. 

To create a group

1. Click the Admin icon () in the sidebar.
2. Under Manage, select People. 
3. Select add group.
4. Enter a group name.
5. Select the agents you want to add to the group.
6. Click Create group. 

Repeat these steps to create the second group of agents.  

Create the triggers 

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

To create the triggers

1. Navigate to Admin icon (), and then Business Rules > Triggers. 
2. Click Add trigger. 
3. Under Meet ALL of the following conditions add:
   • Ticket > is > Created
   • Received at > is > support_address
4. 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 

To make these tickets easily accessible, views will help sort the tickets between the two support addresses and keep the tickets separate. 

1. Go to Admin () > Manage > Views. 
2. Click Add view.
3. Under Meet ALL of the following conditions add: 
   • Ticket: Received at > support_address
4. Select to make it visible only for agents in the specific group. 
5. Click Create view. 

A second view will need to be created for the agents in the second group, and then restricted to 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 that require changing. 
3. On the lefthand side of the profile under Tickets select Ticket in agent's groups. 

Note: For Enterprise account with custom roles, this will have to be changed on the editing page of the role.