Set "Source Email" for tickets

Service Hub Tickets & Conversations
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1

Customers can send their Emails to us, using either “software@company.com” for software issues or “myteam@company.com” for anything else.
I want track the emails, the customer used for implementing a workflow, setting the ticket owner based on the customers software support or marketing support csm.
How can I track this information? Workflow would be: “if sent to software@company.com set ticket owner to customer success manager software | if sent to myteam@company.com, set ticket owner to customer success manager marketing”.

2

Hi @NReddig!

You can do this by using the “to address” (or recipient email) on the ticket and then routing ownership via a workflow.

You can then use that in a ticket-based workflow to route ownership.

Example:

  • If To address contains example@company.com > set ticket owner to your Software CSM
  • If To address contains myteam@company.com > set ticket owner to your Marketing CSM

Just make sure both email addresses are properly connected in Conversations (ideally as separate inboxes or channels), then send a test email and check which ticket property is getting populated — that’s the one you’ll want to use in the workflow.

Alternatively, if you’re using separate inboxes, you can also assign default owners at the inbox level instead of a workflow.

Hope that helps!

Carolina De Mares

CarolinaDeMares_1-1769100842581.gif

ZUID.
Goirkekanaaldijk 12
5046 AT Tilburg
Nederland

3

  • Hello @CarolinaDeMares - thank you! Unfortunately I don’t have that property?
    I now solved it this way:

  • Create property (i.e. “Source Email Ticket”) for ticket objects

  • Go to settings => Inboxes & Help Desk => Inboxes

  • Choose Inbox, go to channels => automation

  • Edit “Treat incoming conversations as support tickets”

  • “Set another ticket property” => set email
    And then I use this property to guide my workflow.