Designating specific agents based on email forwarded from?

HelpDesk
1

Want to set up several unique support emails based on topic being supported. Each needs to forward to our one Plum Sail email address to trigger a ticket. But then need to forward to a specific tech based on the source email, not the sender.

  • Help@ email starts ticket to all.
  • Olo@ starts ticket to agent 1,3
  • network@ sends tickets to 2,3

etc.

Anyone set something like this up?

2

Hello, @erin.mcvicker

Yes, you can check what address the original message was forwarded from using property [Ticket.HelpDeskMailbox] in a condition block of trigger:

image
image.png710×44 1.83 KB

3

I’ve corrected the previous reply, please check.

4

Ok. Let me look into this. I appreciate the follow up.