Hi,
Is there any way to redirect a ticket to group, when a specific email is mentioned in “to” email address.
Greetings from Freshdesk community!
All tickets containing certain keywords or properties can be assigned to an agent group using Freshdesk Automations. To set this up, go to Admin > Workflows > Automations > Ticket creation>New rule and you can set something like this-
Feel free to drop a note here incase of further assistance :)
Cheers,
Barun
+6Hey
Greetings from Community!
The above Automation works for sure. There is also an easier way.
Inside the email settings (Admin->Emails->Click on the pencil icon right next to the concerned email address), You can directly assign the tickets to the group that you want:
Cheers!
Jebas D.
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