Is there a way in JSM to automatically apply a "tag" or default custom field value for a customer for issues/tickets that are created from particular channels?
(Particularly if an individual sends an email to a specific email address that is connected as a portal channel.)
For example:
Our JSM setup has 2 separate email addresses connected to the portal where if someone sends an email to either, it will create an email/ticket ("Emailed request" = default Request Type)
Email 1 = support@company.com (general support for everyone)
Email 2 = support-customer@company.com (dedicated support for priority customer)
In our setup we want to keep track of which customers are general customers and priority customers with a single select drop-down custom field "Customer Type" (Options = General, CustomerName)
It would be ideal if the CustomerName value could be applied automatically to this field if the issue/ticket was created by a message sent to the Email 2 (support-customer@company.com) so at least some of the tickets don't need to be manually changed to this.
Is there a way to accomplish this so we don't have to manually change the value for every ticket?
Any other ideas about how to make it easier to categorize issues/issues between two (or more customer types) for monitoring and reporting would be also be appreciated.
We'd prefer not to have separate JSM projects where agents are split - issues and support will be similar for both customer types, but we want to be able to prioritize and highlight the priority customer where possible.
