Can I assign tickets sent to a certain email address to a queue or group?

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

1. Create a new view
2. Add the following view conditions under Meet ALL of the following conditions:
   • Status category | Less than | Solved
   • Received at | is | (support address)

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

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?