Articles on: Support Tools

Email Routing

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

Go to Settings - Support > Routing
Click Add Routing Rule.

Add Routing Rule

Insert your Rule Name.
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, please choose "Email POP3 Fetch" and continue with the steps.

Configure the settings.

Field Name Description
Rule NameInsert the name of the email routing rule.
Email server portEnter the incoming SSL port for the mail server.
Email server hostnameInsert the username [[email protected]].
Email account passwordInsert the email account's passowrd.
EmailsInsert the email address here from Email account username. It will fetch emails from this inbox.

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.

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.

Updated on: 31/01/2024

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