If you have multiple support email addresses in your account, you can assign the tickets that come from specific support addresses to your agent groups. In this tutorial, you'll learn how to route tickets to groups based on the support email addresses they're received at.
You must have more than one support address in your account to replicate this workflow.
The workflow includes the steps below.
- Video guide
- Step 1: Create the groups
- Step 2: Create the triggers
- Step 3: Create the views
- Step 4: Edit the profile for each agent
Video guide
Watch the video below for a visual guide on how to accomplish this workflow.
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 the 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.
- Create a trigger.
- Under Meet ALL of the following conditions, click Add condition and add the below conditions:
- Object > Ticket > Ticket | Is | Created
-
Object > Ticket > Received at | Is | your support address
- Under Actions, click Add action and add the below action:
-
Object > Ticket > Group | your agent group
-
Object > Ticket > Group | your agent group
- Click Create.
Repeat these steps to create a trigger for the second support address and agent group.
Step 3: Create the views
Create views to help sort the tickets between the two support addresses and keep the tickets separate.
- Create a view.
- Select the option to make the view visible only for agents in the specific group.
- Under Tickets must meet all of these conditions to appear in the view, click Add condition and add the below conditions:
- Ticket > Received at | Is | your support address
-
Ticket > Status category | Less than | Solved
- Click Save.
Repeat these steps to create a second view for the second support address.
Step 4: Edit the profile for each agent
Edit the permissions for each agent to ensure they see only the tickets in the groups they belong to.
- Navigate to the Team members page in Admin Center.
- Locate the user profiles for the agents whose permissions you need to edit.
- Click Manage in Support.
- On the lefthand side of the profile in the Access dropdown, select Ticket in agent's groups.