This article explains how to separate ticket conversations if they have been received at different email addresses.
We're going to cover two steps:
Let's say you'd like to receive emails to two addresses: firstname.lastname@example.org and email@example.com. You'll need to add them in the Settings > TICKETS > Mailboxes page and ensure that forwarding is configured properly. See the Adding email accounts and setting up email forwarding article for more details on adding email addresses.
Here is how the Emails page should look after you're done:
- Go to Tickets
- Type in your search query and hit Enter
- Click the ⋮ icon on the right of Tickets and select Add filter
Select who you want this filter to be available to. Everyone, a specific team, or you only. You can change this at any moment. Learn more about filters in Searching tickets and setting up filters article.
Tip: when a customer sends an email to firstname.lastname@example.org and an agent replies, the reply is also sent from email@example.com. Learn more: When I send an email using Helprace, who is it 'From'?