How to Map Support Emails to Specific Categories
Mapping email addresses into categories involves configuring your ticketing system or email client to automatically categorize incoming emails based on the support email address. This ensures that emails are routed to the appropriate category for efficient processing.
This guide focuses on an organization with two categories: internal requests and customer/client requests.
To implement this, configure you need to configure your ticketing system to recognize different categories of support requests. Here’s how you can set up two primary categories:
- Internal request: For requests originating from within your organization.
- Customer/client request: For requests coming from external clients or customers.
Additionally, it’s important to have dedicated email addresses for each category for effective categorization, such as support@yourcompany.com, which is used exclusively for internal support requests, and clientsupport@yourcompany.com, which is dedicated to handling support requests from external clients or customers.
Mapping support email addresses to categories
While configuring a new support email address, you can specify the category based on the email address. To learn more about how to configure support email, refer to this article.
Internal support email: Any email sent to the internal support email address (e.g., support@yourcompany.com) is automatically mapped to the ‘internal request’ category in the tickets.
Customer/Client support email: Similarly, any email sent to the client support email address (e.g., clientsupport@yourcompany.com) is automatically mapped to the ‘customer request’ category in the tickets.
Here, the internal support email is configured to the internal request category. When a user within the organization sends an email to this support email, the ticket raised in the portal is automatically mapped to the internal request category.
Please watch this video tutorial for further information.
