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Multiple email account ticket alocation

Oct 02, 2018
Marius Teler wrote
Hello I am stuck with the following issue, I want to use multiple email accounts in the same department and all emails sent to a specific email account to be automaticaly asigned to an specific agent, I tryed using rules but can't realy found the rule for this thing.
Any advices ?

6 Answers
Oct 02, 2018
Martin Svitek agent wrote

Hello Marius,

while setting up a mail account in LiveAgent you can select the department, so you can have multiple accounts added under the same department, so that all emails fetched from these accounts will create tickets under that specific department.

As for the account which will be used to reply the tickets, when there is a ticket created from an email which was sent to any of the email accounts which you have added in Configuration->Email->Mail accounts and you reply such a ticket, then the reply is send from the same mail account from which the initial email was received. It is done like this in order to not confuse customers by changing the email address which they initially contacted.

On the other hand if you should have a new ticket created by any other mean than from email, so for example by filling in a contact form, then the email address which will be used for reply is selected from the configuration of the department in which the ticket is at the time you first reply it. Of course all other replies in that ticket will use the address which was used first, again in order to not confuse the customer by changing the mail account when you transfer the ticket to a different department. You can find this configuration in Configuration->Departments->Edit department->Email templates->Mail account.

As for assigning tickets created from specific email account to specific agent, you'd create a rule like the one on the attached screenshot.

If you should have any problems to set this up please contact us via email at support@ladesk.com or start a chat from https://www.ladesk.com/.

Oct 02, 2018
Marius Teler wrote
Thank you for your answare, I can't see the screenshop.
Oct 03, 2018
Marius Teler wrote
Thank you for your answer, I can't see the screenshot*
Oct 03, 2018
Stano agent wrote
Hi Marius,

I have uploaded the screenshot for your convenience. Please try if you can open it from the following link: https://ibb.co/exZw8e
Oct 03, 2018
Marius Teler wrote
Thank you Stan, i was using the same rule, but I used equal :)
Oct 03, 2018
Stano agent wrote
You are welcome Marius :).
If you have any other questions or need help with anything, feel free to reach out to us via email - support@ladesk.com or via chat through www.ladesk.com, as already suggested by Martin earlier.

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