Best practise to assign incoming emails to groups?

Technical assistance
1
  • Used Zammad version: 6.3.1-1725266410.95069303.bookworm
  • Used Zammad installation type: package
  • Operating system: Debian bookworm
  • Browser + version: Firefox 128.5.0esr (64-Bit)

We want to assign incoming emails to different groups based on the TO header.

This can obviously be achieved by configuring an email channel with a so-called destination group - this must be one of the existing groups - and adding multiple email addresses to this group. Then the assignment can be done via filter rules. This looks a bit strange to me, as the destination group shown in the web UI may not be the group the ticket is assigned to. I would prefer to have more than one destination group with corresponding addresses for one email channel, but this is not possible.

Another option is to configure a separate email channel for each group, which does not require a filter for assignment, but has a more complex configuration for email channels. Despite a “cleaner” appearance in the web UI, there seems to be no advantage over filter-based assignment.

What is the best practice to assign incoming emails to groups depending on the TO header?
Any help is greatly appreciated.
Best regards, Andreas

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2

Sorry, but is this a technical question thread or is this a feature request?
I can’t distinct what this is.

3

hello and thanks for your feedback.
it is more a question than a feature request. In the meantime we decided to assign a separate imap account to each group. So we can assign separate out-of-office replies for each group, just in case in a group is no agent available for a while to respond to the customer.
Best regards, Andreas

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