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Assign tickets to a a specific enterprise

  • August 22, 2024
  • 2 replies
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H

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

Best answer by Nathan Sudds

@Henry Hertoghe Would 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. 

    2 replies

    Nathan Sudds
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    • Nathan Sudds
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    • Answer
    • August 27, 2024

    @Henry Hertoghe Would 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. 

    Nathan Sudds, Intercom Consultant | activelabs.ca | Book a free call: cal.com/nathansudds/intercom. Case study: https://www.intercom.com/customers/jukebox
    H
    • Henry Hertoghe
    • Author
    • New Participant
    • August 27, 2024

    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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