Tickets always assigned to the wrong department despite correct email settings

MauroB

I have two email addresses configured to fetch support requests via IMAP:

system@ → correctly assigned to the "System" department
comunication@ → should go to the "Comunication" department, but tickets are always assigned to "System"

Here’s what I’ve verified so far:

In Admin Panel > Emails, the comunication@ address is correctly set to the "Comunication" department
There are no filters under Admin > Manage > Filters that override the department assignment
Emails are sent directly to comunication@... (no forwarding involved)
There are no web forms or API scripts sending tickets from this address
There are no auto-assignments or round-robin rules set in either department

Despite all this, tickets from comunication@... always end up in the wrong department.

Is this a known issue? Has anyone experienced something similar?

Thanks in advance!

KevinTheJedi

MauroB

Hmmm, that typically means the Department is inactive or it’s not being fetched from the email/source you think it is. First, confirm the Department is active. If it is then go to the database, go to the _ticket table, find the ticket by number or whatever, copy its email_id value, go to the _email table, and lookup where id equals the email_id you copied. Make sure it matches the right email address. If so then look at the raw email headers for one that didn’t get the right Department. See if the system email is in the To header.

Cheers.

ntozier

Any chance that you are using a shared mailbox?
Do you have any Ticket Filters setup?