Assigning issues to queues based on email "from" address

This question is in reference to Atlassian Documentation: Configuring request types and workflows


We have a scenario where we want to be able to filter requests into specific queues based on the customer that the request came from. For example, Customer A emails a request into the service desk, that request is received and then filtered into Queue A where as Customer B could send a request into the same service desk mailbox and it would get routed to Queue B.

Does anyone have any recommendations on how we could make this happen? Some guidance would be greatly appreciated.

1 answer

0 vote
Timothy Chin Community Champion Jun 17, 2016

I'm guessing you want to separate users based on domain names? You could look around for resources that does JQL by domain name but am not sure if most answers will work for the Cloud instance:


Thank you for the reply Timothy. Unfortunately some of our customers have generic gmail, yahoo, etc. email accounts. We'd need to trigger sorting based on some other property in the customer object.

Suggest an answer

Log in or Join to answer
Community showcase
Maarten Cautreels
Posted Thursday in Off-topic

Friday Fun: What's your favourite beer/drink

As a Belgian, beer-lover and home brewer, beer is one of my great passions. I love the fact that with just a few ingredients (usually just water, hop and malt) you can create so many different tastes...

285 views 38 9
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot