Auto assigning ticket based on email's recipient


For example, if client send request via email to:

  1. - it will auto assign to agent A
  2. - it will auto assign to agent B

Is it possible?

1 answer

0 votes
Jack Brickey Community Champion Nov 16, 2016


I would offer the following solution - setup the default assignee based upon unique Request Types. Here is how it would be done in Cloud, server might be different. Disclaimer - While I have not done this, i believe it should work and certainly worth a quick try. 

  1. create two different request types, one for each email, e.g. abc_email, def_email
  2. suggest hiding these request types from the portal but that is optional/preference. I hide my email request type. If you do not hide then you may end up w/ tickets defaulting to an assignee that you do not want.
  3. edit the fields for each request type, add Assignee then edit the value to the desired agent.
  4. w/in project settings>email requests you would associate the request type with the email address (see note below)

Note: it seems you are on server and maybe server allows for multiple custom email channels? In cloud there are two available, the default one that comes with ( and one Custom email. While I currently only have need of one I assume I could use both of these. Ideally I could create unlimited custom emails.

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