Workflow: Route tickets to groups based on support address

If you have multiple support email addresses in your account, you can assign the tickets that come from specific support addresses to your agent groups. In this tutorial, you'll learn how to route tickets to groups based on the support email addresses they're received at.

You must have more than one support address in your account to replicate this workflow.

The workflow includes the steps below.

Video guide

Step 1: Create the groups

Step 2: Create the triggers

Step 3: Create the views

Step 4: Edit the profile for each agent

Video guide

Watch the video below for a visual guide on how to accomplish this workflow.

Step 1: Create the groups

Create separate groups of agents that correspond with each of the support addresses in your account. To create a group, follow the steps in the article: Creating, managing, and using groups.

Repeat these steps to add additional agent groups as needed.

Step 2: Create the triggers

Triggers automatically assign tickets received from a specific support address to the designated group of agents.

Create a trigger.

Under Meet ALL of the following conditions, click Add condition and add the below conditions:

Object > Ticket > Ticket | Is | Created

Object > Ticket > Received at | Is | your support address

Under Actions, click Add action and add the below action:

Object > Ticket > Group | your agent group

Click Create.

Repeat these steps to create a trigger for the second support address and agent group.

Tip: You can also apply this recipe to assign tickets to specific agents instead of groups.

Step 3: Create the views

Create views to help sort the tickets between the two support addresses and keep the tickets separate.

Create a view.

Select the option to make the view visible only for agents in the specific group.

Under Tickets must meet all of these conditions to appear in the view, click Add condition and add the below conditions:

Ticket > Received at | Is | your support address

Ticket > Status category | Less than | Solved

Click Save.

Note: In accounts with custom ticket statuses deactivated, use the Status condition instead of Status category.

Repeat these steps to create a second view for the second support address.

Step 4: Edit the profile for each agent

Edit the permissions for each agent to ensure they see only the tickets in the groups they belong to.

Navigate to the Team members page in Admin Center.

Locate the user profiles for the agents whose permissions you need to edit.

Click Manage in Support.

On the lefthand side of the profile in the Access dropdown, select Ticket in agent's groups.

Note: On Enterprise, you don't set the ticket access for each agent in Support. Agent permissions are determined by the custom role you select for the agent. For more information, see the article: Creating custom roles and assigning agents.