Setting up emails to different queues

Our environment has lets say has 4 support options that a user can contact.

The way we have it setup now for each of those environment we setup a project.

so lets say we have a Help Desk, Networking Infa, Networking Cloud and lets say messaging.  we really have a lot more but to keep it simple lets stick with these 4.

We want to change the way we did it in the past from each one of these being a project to having 1 project and setting up Queue for each one.

So the company name is the project and then under that have a que for

Help desk

Network infa

Network cloud

Messaging

my question is can you setup emails to go to each of the ques to make a ticket.

so i email Helpdesk@mybiz.com it would open a tick in that queue 

Help desk (1)

Network infa

Network cloud

Messaging

I was told that you can only tie a email to a project. you then manually have to move/clone/dup the ticket and send it to the correct queue. I want to skip this step.

 

Any help would great!

 

1 answer

0 vote
Susan Hauth Community Champion Jan 12, 2018

Hi Mike,

It's true you are constrained to a single email address per service desk project.  However, there is automation on "Issue created" where you could perhaps change the request type or update a component.  Then using that request type/component to configure your queues. 

The trick is identifying either the reporter or keywords in the email to sort out the incoming email.

In one of my service desks I look at the group the reporter belongs to and then I know if it's coming from one of the monitoring services, that I update the request type to "Alerts".   Works beautifully.

Hope that helps

Susan

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