We have email to ticket configured in IIQ, where if an email comes into a specific email address setup in IIQ, it’s auto assigned to a specific team.
Is there a way to filter or report on which tickets were created from that email address?
(One step I realized that I need to put into place in our rules, is to set an issue for these specific emails, but for the tickets that are already in queue, I’d like to find out which ones were created through that email address.)
Thank you in advance!
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Email to ticket reporting
Best answer by EStapf_iiQ
You can create a ticket custom view using one of our ‘Workflow’ filters! It is the ‘Source’ filter:
From there choose ‘Email’, which will filter the view down to those tickets generated from an email:
Hope this helps!
+7You can create a ticket custom view using one of our ‘Workflow’ filters! It is the ‘Source’ filter:
From there choose ‘Email’, which will filter the view down to those tickets generated from an email:
Hope this helps!
1 person likes this
Thank you
This is very helpful! It definitely helps narrow it down.
Since we have multiple email addresses set up, is there also a way to filter further down to which email address the ticket was created from? 😅
+7My recommendation was going to be adding a tag to the ticket that matches the email address, which you are already doing!
In your custom view add the ‘Tag’ filter and choose the one you want:
This should do it!
The tag idea works!
Something else I would suggest is maybe creating an issue type that’s not visible to anyone (except the iiQ Administrator role) and automatically setting the ticket to that issue type on creation in your rule. That way you’d have something else to filter by!
+15So glad to see all this collaboration from
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