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Question

Group Redirection based on to email address

  • March 28, 2023
  • 2 replies
  • 92 views
Abhishek Sharma Intangles
Contributor
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Hi,

Is there any way to redirect a ticket to group, when a specific email is mentioned in “to” email address.

 

      2 replies

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      • barun.poddar
      • Community Debut
      • March 28, 2023

      Hi @Abhishek Sharma Intangles 

       

      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-

      attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6ODQwMzA1NDEyNDAsImRvbWFpbiI6ImZvcm11bGFvbmUyMDIyLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjoyMjU2Njk1fQ.UXTFz1OHv3c9Z-yj7wufySeQ6MdoK778CbOGYaAwgBU

       

      Feel free to drop a note here incase of further assistance :)

       

      Cheers,
      Barun

      Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
      Jebas
      Contributor
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      • Jebas
      • Contributor
      • March 29, 2023

      Hey @Abhishek Sharma Intangles ,

      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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