Using multiple email addresses to feed iiQ

Question

I’ve had an inquiry from our business office to hop onto our system to use for business request to their office. I think this is very doable by creating a separate set of issues and making those employees agents in our system.

My concern is that most of our current tech tickets come into the system via email submission. We have a domain address techhelp@ that auto forwards to tickets@ourdomain.incidentiq.com address.

I would not want users to email the same address for tech and business office requests. I would want it set up so that if you need tech support, you email techhelp@ and if you need business office support, you email businesshelp@.

We can accomplish this by setting both account to forward to tickets@ourdomain.incidentiq.com but I don’t know if the system can decipher the originating message in order to create rules to auto assign emails to businesshelp@ to those issues and agents.

There may be a lot more that I’m missing in this plan as well, but any guidance is appreciated.

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@KBremner 76000e4 mtbluersd Thank you for submitting your question. This should be fairly straight forward rule!

Create a rule with the “businesshelp” expression and add the issues they are working with. Next, make sure you have the “approve ticket creation”(if not already a rule) and assign it to the business team.

Please let me know if this works for you!!

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Kathryn Carter · Accepted Answer

@KBremner 76000e4 mtbluersdThank you for submitting your question. This should be fairly straight forward rule!Create a rule with the “businesshelp” expression and add the issues they are working with. Next, make sure you have the “approveticket creation”(if not already a rule) and assign it to the business team.Please let me know if this works for you!!

Reply

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