Hi,
I’m not sure if I’m asking this in the correct forum, but I need help setting up two pipelines that are fed from one channel (support email on Gmail).
Currently, all tickets go to the Support pipeline, but I have created a separate Internal pipeline. I want to know if it’s possible to create a workflow or something similar that can automatically route all emails sent from @mycompany.com to the Internal pipeline and everything else to the Support pipeline.
I’ve tried messing around with workflows, but I can’t seem to get it right. Any help would be appreciated.
Hi @MortenMou
I think I understand what you’re trying to do. You have an email address connected to your support pipeline, and both customers and team members are using it to send messages.
As a result, all these conversations and tickets end up in the same pipeline.
Now, if you want to separate tickets from your team members, here’s a suggestion: when a ticket is created by someone in your company, their contact record will be associated with the ticket.
With that in mind, you can create a ticket workflow that moves any ticket linked to a company contact into a separate internal pipeline.
Give it a try and see how it goes! Let me know if this works for you.
Hi @mangelet
After spending more time on workflows, I was able to successfully create a ticket-based workflow. To achieve my desired outcome, I used the “Set Property Value” action to update the “Ticket Pipeline and Status” property value.
Thank you for pointing me in the right direction.
