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Assigning to queues based on email header information

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edited Aug 2, 2021 10:29PM in Fusion Service 1 comment


How can we assigned SRs to the right queue based on where the email was routed from?


We have created a few different queues and would like to auto assign SR to the correct queue when an email comes in. For example, we have forwarding rules on two of our mailboxes [email protected] and [email protected]. All emails that were sent to [email protected] are automatically forwarded to B2B cloud and should go to the SUPPORT queue and all emails that went to [email protected] are automatically forwarded to the same B2B cloud email address but they should go to the SALES queue. How can we achieve this? Is there an SR object attribute we can use to look at the email

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