@jjmill9299 - Yes you can change and modify the default email address that shows under the email rules in IIQ.  To modify the current you can just select the email address and it will open up a screen where you can type whatever is needed.  In your example above you can change tickets@ to helpdesk@ etc..

To add additional email address click on the plus sign for “Add Filter” and select “To Email”.  You can have multiple email addresses that all do the same action.

Below is a quick video for an email rule that I setup to send emails sent to development@�district].incidentiq.com then it will automatically pull that email in as a ticket and assign it to our development team.  We actually have quite a few email rules like this setup for different teams.  

https://www.awesomescreenshot.com/video/10953047?key=38f7e0ef4d422451063b6b018fb2736a

Let me know if you have any further questions.

I did try adding an email address (from my understanding in your reply), I got an invalid email address reply. How long should I wait for the rule to update?
Just so I understand: when you create the rule and add the filter email option To, that will add that as an acceptable address to reconcile? Or do I have to add it in a different spot in IIQ

@jjmill9299 The rule should update pretty quickly, usually within 5 to 10 minutes.  Yes you are correct when you add the “To Email” it makes it an acceptable address and there are no other spots in IIQ to add it.  One more important thing in the rule is to make sure you add the following action: Approve ticket creation from email.  Make sure you have that as an action!!  Let me know if that helps.

That was the issue (Approve Ticket Creation)

Thank You!

@jjmill9299 I am so glad you have it up and working now! 

@mcsdwes Thank you so much for jumping in and helping. I love that you attached your own video, too! This is what our community is all about.