Alexander Kunz

I have a temp solution for those using Gsuite.  For group email addresses, you can add a prefix enclosed in brackets.  For example:   email is sales@acme.com, add a prefix [sales-team]. 

The prefix will be passed over in the subject line and you can build a trigger for the specific string used in the prefix.

Then build any necessary views for those distribution groups.

You may be able to do the same thing for other email providers or alternative options such as adding a header/footer string.

I have to join the convo here as I would agree it pretty ridiculous that such a basic feature is not available in Zendesk.  We use our support system to route tickets to various departments based on what the customer needs assistance with, ie emails to sales go to the sales team, emails to support go to the support team, emails to IT go go it.  Our phone system even automatically assigns tickets to specific departments based on our IVR tree.   

ZD appears to be very 2 dimensional in that the perspective is everything is completely linear.....  It's surprising to see so many folks request this feature going back a few years and it's yet to be supported.

Well if they don't add this feature soon, unfortunately, we are probably going to move over to Jira Service desk as many of the requested capabilities do exist in that platform.  The only thing they lack right now is IVR integration but given they have open API's, tray.io should work nicely to fix that.