How to Automatically Assign Agents to Tickets Created via Support Email

To automatically assign tickets created via email to the agents, use ticket automation workflows (auto-assignment or create ticket trigger), or use email action support by specifying the assignee’s email address in the email body.

Using Auto-Assignment

1. Go to Admin > Ticket Automation > Auto-Assignments.
2. Click Add Rule and enter the Rule Name & Description.
3. Define the conditions that must be met for the rule to apply.
   • Email Received At → Is → support@company.com - Assign the tickets received through a specific support email address.
   • Source → is → Email - Assigns the tickets created via any support email address in the portal.
4. In the Associate Agent section, choose the assignment mode: Even Distribution (assign tickets evenly among agents) or
   Load-Based (assign tickets based on their workload).
5. Select the group eligible for auto-assignment. Tickets will be assigned to agents in this group based on the selected assignment mode.
6. Add watchers to get notifications on the ticket updates (optional).
7. Click Add to activate the rule.

Please refer to this article to learn more about ticket auto-assignment.

Using Create Ticket Trigger

1. Go to Admin > Ticket Automation > Create Ticket Triggers.
2. Click Add Rule and enter the Rule Name & Description.
3. Select the appropriate operational hour (Calendar Hour or Business Hour) when the rule will be active; usually, you can leave it as Calendar Hours.
4. Define the conditions that must be met for the rule to apply.
   • Email Received At → Is → support@company.com - to assign the tickets received through the specified support email address.
   • Source → is → Email - Assigns the tickets created via any support email address.
5. Set action: (Set Assignee → Alice Walker), then click Add to save the rule. This will assign the ticket to the specific agent or group.

Using Email Action

Agents can assign tickets directly when creating the ticket on behalf of the requester via email by including the #assignee agent email action in the email body. This feature is only supported for emails sent by agents on behalf of the requester.

Example: #assignee agentA@gmail.com - Assigns the tickets to the specified agent A.

Please refer to this article to learn more about email actions.

Related Articles

1. How to Convert Emails to Tickets in BoldDesk.
2. How to Automatically Assign Tickets?.