Assign Pipeline Based on InboxSOLVE
Nov 25, 2020 9:23 AM
We have multiple service pipelines based on the level of support they have signed up for. We have set up multiple conversation inboxes to separate those levels. We are trying to have each inbox assign the tickets to a specific pipeline rather than to just the same one. Is there a way to do this with automation?
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Nov 26, 2020 2:51 AM
Thanks for posting, this is a use case that makes a lot of sense. I explored this in my test portal but there don't seem to be any out-of-the-box options. When creating/editing inboxes or connecting/editing channels, it's not possible to select specific pipelines.
You could work around this with a ticket-based workflow, using the action 'Set property value' and changing the property value of 'Ticket pipeline and status' to your desired pipeline. (All pipelines should show up in a dropdown.)
It's not possible to enroll tickets by inbox or channel, so you'd have to work with existing or custom ticket properties to sort them into the correct pipeline.
Hope this helps!
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