Filter Emails by alias

ronnyvdb

Hi,

I have one email account with several aliases. So my customers can send emails for example to info@mycompany.com and support@mycompany.com and both emails will end up in the same email account.

I want to be able to filter emails based on the email address the email was sent to ,
For example, only create tickets for emails sent to support@mycompany.com and ignore emails that were sent to info@mycompany.com

I tried to create a filter with the rule "Addressee (To and Cc) Not Equal to support@mycompany.com and set the action to reject, but this doesnt seem to work, it rejects all the emails.

Any ideas? TIA!

ntozier

It blocks tickets being created from both the support@ and the info@ emails?

ronnyvdb

ntozier yes, it rejects all of them

KevinTheJedi

@ronnyvdb

Maybe the email is not in the TO field... Check your email headers to see where the support@ email is (ie. TO, FROM, etc). Once you find out where it is you can determine which Filter Criteria fits this best.

Cheers.

KevinTheJedi

@ronnyvdb

Upon further investigation, the Addressee (To and CC) option will not match against System Emails. Looking at the code I can see where we loop through all recipients and if one of the Addressees email matches a System Email we skip them. All non-System Emails should match the filter though.

Here is the code responsible for this:

Just to note, I wouldn't change this behavior as this could break quite a lot elsewhere in the system.

Cheers.

ronnyvdb

KevinTheJedi thanks for looking into it! So if I understand correctly, it is not possible to use the Addressee (To and CC) filter rule to achieve this.
Do you know what other possibilities there are to do some process on a ticket based on the email address it was sent to?

KevinTheJedi

@ronnyvdb

Since it's a System Email, create a filter with the Target Channel of said email, set some basic matching Criteria like User / Email Address => Contains => @, and then set whatever Actions you want.

Cheers.