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Routing emails to an assignee

Jim Stewart_9b1rk3

This may be the dumbest question you get today because I don't see how it's possible. But it's this:

-If someone emails a question to our HR help desk - using the auto-generated email address - how on earth can it do anything but put it in the correct project, but unassigned? I think our manager is thinking there is some magic that a person would email the help desk and it would 'know" to route, say W9 questions to Mary and relocation questions to Bob. Wouldn't they just come in generically and then someone would have to manually assign them?

Accepted answers

Jack Brickey

you could achieve this using Automation by parsing the email. However, the reliability of that might be a bit questionable as it relies on the user following proper formatting. So you would end up having the automation do the best it could and then any that were not deterministic would fall into Unassigned/Triage queue.

All comments

Jack Brickey

Jim Stewart_9b1rk3

This is kind of what I thought. Users couldn't just send an email as they wished. We'd have to train them to follow a certain format. And assuming we could even come up with a format, we'd be probably lucky (at best) to get 50% compliance. And so a lot of stuff would fall into Unassigned it sounds like. Not a happy thing as it is HR and much of it is private and needs to go to the right person. Which means we're better off abandoning an email solution and having them go through Jira or portal.

Jack Brickey

Yes absolutely! The portal is indeed the answer when structure is important.

Jim Stewart_9b1rk3

Given the fact that privacy is important, based on what you said I can't envision anything other than a two-part solution - the portal for generic requests. If a rule failed and sent it to the wrong person. But we'd also have to have separate email addresses for certain categories where an issue must go to only person and cannot be unassigned or in the general queue.

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