How can you separate emails received on two different support addresses to existing groups of agents and make it only visible to members of the said groups?
- Create two different views to separate these these tickets. Use the condition Ticket received at Support address.
- Create a trigger that will assign tickets created and received from these addresses to a specific group. For example:
- Conditions: Ticket is created and Ticket is received at
- Action: Ticket group
Note: For accounts without custom roles, this will have to be changed on the agent's user profile.