Is it possible to know what channel an issue came from?

Question

I have a JSM that can receive emails from a couple of different addresses and a portal. Is it possible for an individual issue to know where it came from? Ideally I'd like to separate incoming messages into different queues, and to report on utilisation of each channel, but there appears to be no field that records the email address it was sent to or the portal through which it came.

Brant Schroeder · Answer

@Ian Bamforth I think you might be able to see it in the logs but I do not believe that it is visible on the issue.  It will also depend how you have your multiple emails setup.  Most are done as aliases in this case I do not believe that you will be able to see what email it was submitted to in cloud.  We used to add it as a request participant to help track but this causes other issues with looping.

Ian Bamforth · Answer

Nice, is it possible to get hold of the email address it was sent to? e.g. be able to separate out support+producta@company.com vs support+productb@company.com.

Dave Mathijs · Answer

Hi @Ian Bamforth , your email requests have a different Request Type than the customer portal submitted requests.