Two user groups with one Support subdomain Follow

Question

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?

Answer

  1. Create two different views to separate these these tickets. Use the condition Ticket received at Support address.
  2. 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
  3. Lastly, for the tickets to be only seen by a specific group, you will have to manually edit the role of the agent that it can only see tickets within agent's groups.
    Note: For accounts without custom roles, this will have to be changed on the agent's user profile.
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