How to configure assigning based on forwarding address in SharePoint 2016 and Office 365

In this article, I will show you how you can configure assigning based on forwarding address. In Plumsail HelpDesk for Office 365 and SharePoint 2013/2016, you are able to create multiple help desk instances and configure forwarding for every mailbox you have. But what if you want to keep all tickets from several mailboxes in one place but treat them differently?

Let’s say you have support@contoso.com mailbox for support and another mailbox for general questions — company@contoso.com. You need to configure forwarding messages from each of them to help desk. It’s quite easy and you can find instructions on how to do that for the most popular e-mail platforms here.

After you finish with settings up email forwarding, let’s move to the triggers.

We want to assign all tickets which were sent to support e-mail to Support group. So, to fulfill this requirement, we need to create a trigger. From the home page, we head to settings and choose Triggers. We will create a new trigger, so choose a new item and that’s it. The ‘When event occurs’ field specifies an event when the trigger must be performed. Since we want notifications to be sent only in case a ticket has been created, let’s choose the corresponding option in the dropdown menu.

The ‘Conditions’ field defines the conditions under which the actions are performed. We can write down our condition like this:

[HelpDeskMailbox] is an internal name of the hidden field which contains information on the source mailbox — from which an original message has been forwarded. Condition says that e-mail address is support@supercompany.com and only if this condition is fulfilled, the trigger goes to the actions.

As we want to assign tickets to the group of agents automatically, we use ‘Set field’ and pick the ‘Assigned to’ field. Don’t forget about field value, here we can use a user’s name, e-mail, or a name of a SharePoint group. And that’s all!

Now all messages sent to ‘support@supercompany.com‘ mailbox will be automatically assigned to the Dream team.

You can specify assignees for messages sent to other mailboxes the same way.