Auto-assign tickets in OS Ticket to specific agents based on incoming email address
Budget: $10 – $30 USD
We currently have OS Ticket configured with 3 email boxes, each mapped to a department. Each department has one agent who should automatically receive all tickets from that department.
Email accounts and assignments:
posventas
→ Department: Post-Sales → Agent: Juan Manuel Correa
tramites
→ Department: Tramites→ Agent: Maria Paula Castro
cartera
→ Department: Cartera→ Agent: Adriana Monastoque
What we need:
Configure OS Ticket so that when an email is received in one of the above mailboxes, the system automatically:
- Creates a ticket in the correct department.
- Assigns that ticket directly to the corresponding agent (without manual intervention).
- Make sure that if an agent is unavailable (for example, disabled in the system), the ticket should remain unassigned or follow the system default rule, but by default it must always try to assign to the listed agent.
Email accounts and assignments:
posventas
→ Department: Post-Sales → Agent: Juan Manuel Correa
tramites
→ Department: Tramites→ Agent: Maria Paula Castro
cartera
→ Department: Cartera→ Agent: Adriana Monastoque
What we need:
Configure OS Ticket so that when an email is received in one of the above mailboxes, the system automatically:
- Creates a ticket in the correct department.
- Assigns that ticket directly to the corresponding agent (without manual intervention).
- Make sure that if an agent is unavailable (for example, disabled in the system), the ticket should remain unassigned or follow the system default rule, but by default it must always try to assign to the listed agent.