Set "Source Email" for tickets

[NReddig]

Customers can send their Emails to us, using either "software@company.com" for software issues or "myteam@company.com" for anything else. 

I want track the emails, the customer used for implementing a workflow, setting the ticket owner based on the customers software support or marketing support csm. 

How can I track this information? Workflow would be: "if sent to software@company.com set ticket owner to customer success manager software | if sent to myteam@company.com, set ticket owner to customer success manager marketing". 

[CarolinaDeMares]

Hi @NReddig! 

You can do this by using the “to address” (or recipient email) on the ticket and then routing ownership via a workflow.

You can then use that in a ticket-based workflow to route ownership.

Example:

• If To address contains example@company.com > set ticket owner to your Software CSM

• If To address contains myteam@company.com >  set ticket owner to your Marketing CSM

Just make sure both email addresses are properly connected in Conversations (ideally as separate inboxes or channels), then send a test email and check which ticket property is getting populated — that’s the one you’ll want to use in the workflow.

Alternatively, if you’re using separate inboxes, you can also assign default owners at the inbox level instead of a workflow.

Hope that helps!

Carolina De Mares

ZUID.
Goirkekanaaldijk 12 
5046 AT Tilburg 
Nederland

[NReddig · Accepted solution]

• Hello @CarolinaDeMares - thank you! Unfortunately I don't have that property? 
  
  I now solved it this way:

• Create property (i.e. "Source Email Ticket") for ticket objects
• Go to settings => Inboxes & Help Desk => Inboxes
• Choose Inbox, go to channels => automation
• Edit "Treat incoming conversations as support tickets"
• "Set another ticket property" => set email 
  
  And then I use this property to guide my workflow.