Automatic routing based on email

Daan Gönning_sq4wp5

Hi,

 

Is it possible to automatically route service desk requests to a specific team? For example:

I have 1 JIRA Service Desk board. In this board, I want to have all the support issue's from all of our customers (digital agency, working project based). 

When a request is incoming, I want, based on the email address (@domain) the request being sent to a specific team. (Or, a team that receives a (slack?) notification.

 

This because of the knowledge. Customers are being handled in a team. 

I do prefer to not make a service desk board per customer. This makes the management quite difficult with 40+ clients. They all have the same SLA and workflows, and I want to generate reports on company level. 

 

Benjamin_tmh9yg

yes. Not directly.

 

1. Have an automation rule to set the e-mail reporter to a specific organization. Then trigger another automation event for any issue part of this organization, assign them to a group or define team list. Then choose a method whether to do round robin or balance workload.

2. different shift of approach. Use queues. Each team owns a particular queue and pick up the tickets in that queue. No auto-assigning. Just self-serve and self-organize.

 

Hope this helps.