My company operates with various email addresses designated for different departments:

Consider a scenario where a customer sends an email to order@domain.com. The department is correctly identified as customer service, and we respond accordingly from order@domain.com. However, if the customer continues the conversation by sending emails to either accounts or estimating on the same email trial/chain, the department remains assigned as customer service when a new ticket is generated.

Is there a way to set up filters or adjust settings to ensure that tickets are automatically assigned to the corresponding department based on the recipient email address?

  • KevinTheJedi replied to this.
  • sungeatamhz likes this.

  • sungeatamhz

    You can do this at the System Email level. Go to Admin Panel > Emails > Emails, click a System Email, and in the Account tab under the New Ticket Settings section you can set the Department to the desired Department. With this configured if an email is fetched from that System Email and creates a new Ticket it will assign it to that specific Department.

    Cheers.

      sungeatamhz

      You can do this at the System Email level. Go to Admin Panel > Emails > Emails, click a System Email, and in the Account tab under the New Ticket Settings section you can set the Department to the desired Department. With this configured if an email is fetched from that System Email and creates a new Ticket it will assign it to that specific Department.

      Cheers.

          KevinTheJedi Thank you for responding. I've already arranged those setups. Please refer to the image below.

          What I'm trying to convey is this: If you send a "NEW" email (with the subject "First new email") to my accounts email, yes, the ticket will be directed to accounts. Similarly, if you send a "NEW" email (with the subject "Second new email") to the order email, the ticket will go to customer service. However, if you reply to the same email thread from the account's email (with the subject "First new email") and direct it to construction, the ticket will still be routed to the accounts department instead of the estimating department.

              sungeatamhz

              If you are talking about emails that thread through existing tickets then those will not change Departments. Once a Ticket is created it has to be manually transferred to another Department. You can CC another Department Email to Refer them but that’s not the same as Transferring.

              Cheers.

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