How can I organize incoming tickets when I have multiple support addresses?

Question

Why should I add multiple support addresses? How can I organize incoming tickets when I have separate support addresses?

Answer

To organize incoming tickets more efficiently, create separate email addresses for customer requests instead of using one general email address. For example, set up [e-mail], [e-mail], and [e-mail] for collecting customer requests. Set up as many email addresses for tickets as you need or enable the wildcard emails option.

With multiple support addresses in place, process incoming emails based on the specific email address they were sent to.

For example, if you operate an online clothing store and need to manage returns from customers, avoid having them send return requests to your general support email. Instead, create an email address called [e-mail] and establish a business rule to automatically direct return tickets to your Returns Department.

For information about routing tickets to your agents, see the Route tickets to groups based on support address workflow article.