Assign tickets to a a specific enterprise

Question

Hello,

We are looking for a solution to assign a conversation to a specific enterprise based on the incoming email address.

E.g. our incoming email address is support@… . We saw that we cannot use alias as other incoming email address but that support+companyname@… is working.

We would like to create a workflow that will convert the conversation to a ticket and assign the ticket to “companyname”.

This seems not possible today.

How can we make this work ?

Thanks

Nathan Sudds · Accepted Answer

@Henry HertogheWould love to understand more about the goal here, aside from the technical aspects what’s the main reason for wanting to setup this workflow -- to prioritize or properly route support threads for one of your customer companies or for multiple brands/products within your company?We can probably provide more insights on what’s possible and what to recommend if you can share more details on that part of the equation.

Henry Hertoghe · Answer

For us it’s important to assign tickets to companies as we want to offer the ticket portal to our customers.

If they use email as a channel we want to automatically assign the conversations/tickets to their company so that they are able to follow-up on the ticket portal.

We would like to have a combination of email & messenger.

Henry

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