Question
Is it possible to assign tickets sent to a certain email address to a queue or group?
Answer
Yes, this is possible with the Received at condition. The Received at condition checks the email address from which the ticket was originally received.
For example, use the Received at condition to create a view if you have multiple support addresses in use to separate the tickets based on each support address.
To create this view
- Create a new view
- Add the following view conditions under Meet ALL of the following conditions:
- Status category | Less than | Solved
- Received at | is | (support address)
Additionally, use the same logic with the Received at condition in triggers. An example use of a trigger would be to automatically assign tickets to a specific agent, or group of agents, based on the support address the ticket was sent to.
To achieve this workflow, follow the trigger recipe in the article: How can I route tickets to groups based on the support address they are received at?
2 comments
Antonio Ventura III
hello, how about assigning an email or ticket to a specific customer support base on the email sender's email address used?
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Gabriel Manlapig
Hi Antonio,
This can be done by following this article: Can I automatically route tickets from a specific customer to specific agent?
We hope that answers your question. Thank you!
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