you probably have to create an automation on ticket creation where the ticket for “to email” address as A email or B email then assign to the group you want

Hi @zefred,

Welcome to Freshworks community. To ensure I address your inquiry accurately, could you please confirm whether you have set up a forwarding rule or if you are using a custom mail server?

If you are using forwarding , Please make sure the long forwarding address of Support email B is used to setup forwarding so that emails sent to Support address B gets forwarded to the long forwarding of B whcih would create a ticket and the group assignment would happen for group B.

Using the long forwarding address of A for Support email B's forwarding rule could result in tickets being assigned to Group A instead of Group B, as the ticket would be routed based on the forwarding address.

I hope this clarifies, please revert back if you have further questions on this.

Regards,

Yusuf Ahmed

Group assignments based on email can streamline communication and task delegation. For a platform like All In Home Vista, organizing teams by email domains or project roles ensures efficiency. This approach is particularly valuable in industries like Home Improvement projects, ensuring quality craftsmanship, innovative solutions, and customer satisfaction for renovations, repairs, and enhancements tailored to every home.

Assigning groups based on email can enhance collaboration and simplify task distribution. On a platform like All In Home Vista, structuring teams by email domains or specific project roles boosts efficiency. This method is especially beneficial in the home improvement industry and music industry of Spotifypremiumapk, where seamless coordination ensures top-quality craftsmanship, innovative solutions, and customer-focused renovations. Whether it's repairs, upgrades, or complete transformations, this streamlined approach helps deliver tailored results for every home.

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It sounds like both emails might be linked to the same default group setting in Freshdesk. Double-check your email to group routing rules or automation settings setting up specific Dispatch’r rules for each email should solve this.

• Email-to-Group Automation:
  Make sure you have created separate automation rules under Admin > Automations > Ticket creation (or "Dispatch’r") that assign tickets to the correct group based on the "To" email address.

• Rule Order & Conditions:
  If multiple rules are applied, ensure they are in the correct order and that none of them are overriding the group assignment. The condition should look something like:
  "If 'To Email' is semail1@domain.com], assign to Group A"
  and
  "If 'To Email' is semail2@domain.com], assign to Group B"

• Default Group Setting:
  Check if Group A is set as the default group. If no automation rule matches, Freshdesk may fall back to the default assignment.

• Email Settings:
  Under Admin > Email, confirm that both email addresses are correctly added and routed to Freshdesk. Also, confirm that they are not aliases of the same address.
   

Alternatively if you are interested in using a calculator for kids while you automate stuff, i suggest you give them Calculadora Alicia to play with

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