Hello!

I have Organizations created for a US team and a Canadian team of agents (support@subdomain.zendesk.com, VS support.ca@subdomain.zendesk.com).

From what I understand, I need to add the support.ca@subdomain.zendesk.com to Channels>Emails, but I'm unsure if I need to use 'Connect external address', 'Create new Zendesk address', or 'Connect other' when adding this new Canadian email address.

I'm trying to route all tickets sent to support.ca@subdomain.zendesk.com, to a View for those Canadian agents to work out of. I would be creating a Group of agents to then belong to the Canadian Organization so that they would see New tickets come into the 'New - Canada' View we created.

Please let me know which option I should use when adding the support.ca@subdomain.zendesk.com to our Channels>Email Support addresses panel, as well as any other steps I should take to ensure the agents in the Canada Group get those New tickets in the Canada View. Thank you so much!

With gratitude,

Zach