How can I route tickets to groups based on the support address where they were received?

Question

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

Answer

There are four key steps to this process. Click the Next button below to proceed through each step.

Step 1: Create the groups

Create separate groups of agents that correspond with each of the support addresses in your account. To create a group, follow the steps in this article: Creating, managing, and using groups. Repeat these steps to add additional agent groups as needed.

Step 2: Create the triggers

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

1. Create a new trigger.
2. Under Meet ALL of the following conditions, select Add condition and add the below conditions:
   • Object > Ticket > Ticket | Is | Created
   • Object > Ticket > Received at | Is | your support address
3. Under Actions, select Add actions:
   • Object > Ticket > Group | your agent group

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.

Step 3: 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 and name it.
2. Under Meet ALL of the following conditions, select Add condition and add the below conditions: 
   • Ticket > Received at | your support address
   • Ticket > Status category | Less than | Solved
3. Select the option to make the view visible only for agents in the specific group. 
4. Click Create view. 

Note: In accounts without custom ticket statuses enabled, use the Status condition instead of Status category.

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

Step 4: Edit the profile for each agent

Edit the permissions of each agent to make sure they can only see tickets in groups they are a part of. 

1. Open Admin Center and navigate to the Team members page. 
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: Creating custom roles and assigning agents.