Assigning issues to queues based on email "from" address

Question

This question is in reference to Atlassian Documentation: Configuring request types and workflows

Hello,

We have a scenario where we want to be able to filter requests into specific queues based on the customer that the request came from. For example, Customer A emails a request into the service desk, that request is received and then filtered into Queue A where as Customer B could send a request into the same service desk mailbox and it would get routed to Queue B.

Does anyone have any recommendations on how we could make this happen? Some guidance would be greatly appreciated.

Eric Davenport · Answer

Thank you for the reply Timothy. Unfortunately some of our customers have generic gmail, yahoo, etc. email accounts. We'd need to trigger sorting based on some other property in the customer object.

Timothy · Answer

I'm guessing you want to separate users based on domain names? You could look around for resources that does JQL by domain name but am not sure if most answers will work for the Cloud instance:

* https://answers.atlassian.com/questions/300676