Hi.

Well, it will depend on your needs.

If they are from Systems, you may try setting up Alert Monitoring using Email as the source, so, they can be properly assigned and tracked.

Regards,

Since users can also create tickets via email, this wouldn’t make much sense. It’s also more about the way of display/routing.

Hi.

Alert Monitoring is very customizable, and you may set it up based on the sender.

If the sender is from non monitored accounts or some specific email accounts other than user’s email accounts, you can easily set it up for those systems.

For Users sending emails, you may assing them to a custom group of your choice.

There’s a current field named Source, and you may check whether it is Email and if that is the case, when a ticket is raised, you may assign to the group you suggest.

When you set up Alert Monitoring, the Source is set to Alerts, so you may act properly as well.

Hope this clarifies and helps.

Regards,

@leon.kaesmann , @eeha0120 ,

Recurring Tickets for Freshdesk is your perfect companion to create tickets on a periodic basis.

Choose from daily, weekly, monthly and annual frequencies to create recurring schedules for ticket creation.

Once the app is installed, the admin will be able to:
1. Use preset templates to create a schedule
2. Configure the frequency of the schedule (choose from daily, weekly, monthly and annual)
3. Configure ticket creation properties in a schedule
4. Configure multiple actions to be executed for each schedule
5. Keep track of existing schedules
6. View the execution logs of each schedule

Hello @leon.kaesmann, whenever we add a support mailbox to freshservice we always have an associated agent group that is the primary location those tickets get assigned when they are created. This has helped us make sure tickets land in the correct location from the start. You can enhance this by using workflow automators to further categorize tickets and notify the right agents. Hope this helps!

Thanks for the suggestions! I will try to utilize those.