Email Routing

  • August 20, 2014
  • 1 Comment

In this tutorial, Email Routing will be covered.  In this tutorial, we will add a Routing Rule.

  1. Go to Setup -> Settings -> Support -> Email Routing
  2. Click Add Routing Rule.
    1. Insert your Rule Name.
    2. Choose the Request Source:
    • For the Public Section routing tutorial, click here.
    • For email piping routing tutorial, please click here.
    • For the Email POP3 Fetch tutorial, please choose "Email POP3 Fetch" and continue with the steps.

 3. Configure the settings. 

Rule Name - Insert the name of the email routing rule.

Email server port - Enter the incoming SSL port for the mail server.

Email server hostname - Insert the username [[email protected]].

Email account password - Insert the email account's passowrd.

Emails - Insert the email address here from Email account username. It will fetch emails from this inbox.

 4. Choose the User Type.

Any (Guests & Registered) - Anyone with the support email address can send an email and have it perform the Action.

Guests - Only Guests can send an email and have it perform the Action.

Registered - Only registered members can send an email and have it perform an Action.

Registered, but not using Support e-mail - If a ticket comes from a client's alternate account not marked as support, this rule will apply.

Registered, from selected groups - Only users in the customer groups you select will be affected by this rule.

5. Click the "Action" tab and configure it.

1: Set the Ticket Priority Level.

2. This is the Ticket Type the user selects. You cannot modify this.

3. Assign to:

You have various options here. You can assign it to Ticket type default assignee which will notify everyone in the department it is assigned to or you can have it set to a certain staff member so that they receive email notifications.

4. Send copy to:

Insert the email addresses that you want to be notified when a ticket is created via the set up routing method.

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Floretta Greytak
May 31, 2015

Major thanks for the article post.Really thank you! Cool.

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