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As the title says, this is a great feature, but making it all or nothing for all agents, and inaccessible for anybody who is not an agent, feels very restrictive. 

As of right now, our IT agents are the only ones who forward emails in where we want this behavior. All business agents in other workspaces don’t want this behavior. 

We also have an instance with a shared mailbox. 90% of what goes to it we would love to forward in as tickets, but we cannot justify using an agent license on a shared mailbox to have it forward in tickets. 

Is there anyway to recreate this functionality in a workflow so it only applies to emails forwarded in from a set list of addresses? 

As the title says, this is a great feature, but making it all or nothing for all agents, and inaccessible for anybody who is not an agent, feels very restrictive. 

As of right now, our IT agents are the only ones who forward emails in where we want this behavior. All business agents in other workspaces don’t want this behavior. 

We also have an instance with a shared mailbox. 90% of what goes to it we would love to forward in as tickets, but we cannot justify using an agent license on a shared mailbox to have it forward in tickets. 

Is there anyway to recreate this functionality in a workflow so it only applies to emails forwarded in from a set list of addresses? 

Make the mailbox a occasional agent

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