Handle ticket based of email address.

Is there a way to automatically setup where a tickets category can be changed based upon the email address the ticket is sent in from?

For example we would have a internal@contoso.com address, and i would like all mails/tickets sent in from that being set to a internal category automatically.

Is there a method for this?

RE: Handle ticket based of email address.

Hi Zid!

Head into Settings -> E-mail and create a new E-mail filter.

On the "Filter" tab set "E-mail which contains ___ and ___" in the E-mail header to:

"Email which contains internal@contoso.com and ___" in the E-mail header"

then head over to the "Set properties" tab and set the category to your preferred internal category.

Av: Hans Wilhelmsen 14. feb 2018

RE: Handle ticket based of email address.

Alright, so email header takes into account the sender address then, thank you, i'm going to try this.

Av: Zid Eriksson 14. feb 2018

RE: Handle ticket based of email address.

Yeah, the from address is always in the header :)

Av: Hans Wilhelmsen 14. feb 2018

RE: Handle ticket based of email address.

Alright, so email header takes into account the sender address then, thank you, i'm going to try this.

Av: Zid Eriksson 14. feb 2018

RE: Handle ticket based of email address.

Works like a charm, thank you for your help.

Av: Zid Eriksson 14. feb 2018

RE: Handle ticket based of email address.

Often when setting up email filters, I usually set them up like this:

from: .*email@address.com.*

or

from: .*@address.com.*

as emails often can contain display name and come in as "Email address" <email@address.com> 

Hans' example would work as well, though would also trigger if email@address.com was in some other part of the header (e.g. cc)

Av: Simen Mostuen Iversen 14. feb 2018