Special tickets
Question asked by Lance Rasmussen - 7/23/2015 at 10:41 AM
Unanswered
Our applications have an ability to send a bug report via email.  Currently it's set to the same email as our support emails.  The problem is that the emails are mixed with regular emails and there isn't a way to place them in a separate folder or give a custom status.
 
Any suggestion on how to accomplish?

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Brian Ellwood Replied
Not having used the product, however, if you have them go to a different email address, you can have ST important that queue into another folder/department.

That's how I do it with Kayako
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Employee Replied
Employee Post
Hello Lance,
You could possibly use the Events.
 
1. Go to Settings -> Events
2. Create a new event in category Tickets and event should be Ticket Created.
3. Check Customer Email condition and set as needed ("contains, equals, etc.")  and set to email address you want to catch
4. Flip over to the actions tab and add an action to change status, send email, or transfer or whatever you like.
 
Hope this helps!

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