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What Is the Category-Based Email Support Feature?
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The Category-Based Email Support feature in BoldDesk allows you to map specific support email addresses to predefined ticket categories. This setup ensures that incoming requests are automatically routed to the appropriate category, streamlining ticket management and improving response times.
How It Works
By assigning categories to each support email address, BoldDesk can automatically categorize incoming emails. Here are a few common use cases:
- Internal Requests: Emails sent to an internal address (e.g., support@yourcompany.com) are automatically categorized under Internal Requests.
- Customer/Client Requests: Emails sent to a client-facing support address (e.g., clientsupport@yourcompany.com) are categorized as Customer Requests. This eliminates the need for agents to manually categorize tickets and ensures the right teams handle the right type of issues.
How to Configure Category-Based Email Support
- Navigate to the Admin module in BoldDesk.
- Select Support Emails from the settings panel.
- Click Add to create a new support email.
- During setup, select the appropriate category to map to this email address.
- Save the configuration.
Once this is done, all incoming emails to that address will be auto-assigned to the selected category.
Benefits
- Automates ticket categorization.
- Speeds up ticket routing to the correct team.
- Reduces manual errors.
- Helps maintain consistent workflow structures across departments.
