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Former Member
Aug 04, 2016 at 10:29 AM

Email to Service request convertion and routing

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Hi pros,

I have two questions:

1. Is there a way to automatically convert e-mails from unknown email addresses to Service requests?

By default such emails are only stored in unknown emails list and have to be processed manually.

2. Can service requests be assigned automatically to employees using the current ammount of requests already assigned to an employee?

Example, 3 employees work with tickets. EmployeeA has 3 requests assigned, EmployeeB - 3 requests and EmployeeC - 2 requests. Is it possible to set a rule that assigns the next requests to EmployeeC?

Best regards,

Nadezhda Rukavishnikova