How can tickets raised via email be auto assigned to an agent

[Boniface Kamau]

How can tickets raised via email be auto-assigned to an agent? The scenario is in a case where I have multiple agents in my Service Desk Projects, each resolving different types of requests.

[Angélica Luz]

Hello @Boniface Kamau,

Thank you for reaching out to Atlassian Community!

It’s possible to do that using the Automation that will verify if the ticket was created via email and assign it to an agent.

To check if a ticket is created via email, you need to use the JQL condition below:

request-channel-type = email

Here is an example of an automation rule that you can use:

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica