Our users create tickets by sending an e-mail to a specific e-mail address, which are then auto-assigned to our single group. Management would like to add a second group of support people who would respond to a totally different class of support requests. Is there a way to assign incoming tickets to a group based on the To: e-mail address? This is to make it so that the two groups don't have to see or deal with each other's problems and tasks.
To: email@example.com --> auto-assigned to Group 1
To: firstname.lastname@example.org --> auto-assigned to Group 2
Please sign in to leave a comment.