How to Separate Tickets Created from a Specific Email Domain

If a ticket is created from a specific email domain, you can completely separate those tickets’ from the regular ticket views by using the following options.

1. Custom field or type field.
2. Restricting group access for the agent (only agents who have access will be able to see this ticket view).

Custom field or type field

You can either use a custom field, category field, or type field. You can also set the values of the field using the automation if the email is received from a specific domain.

Using the create ticket trigger automation, you can set the category, type, or custom field. Refer to the conditions and actions in the following create ticket trigger screenshots.

Later, you can filter these tickets by their type and create a new ticket view using the advanced filter.

Restricting the group access for the ticket view

You can restrict the ticket view to specific groups. Refer to the screenshot below.

Related Articles

1. Managing Agents in Groups or Teams.
2. Methods to control permission access for an agent.
3. Using and Saving Advanced Filters as Ticket Views.