Can the auto-assignment of Email tickets happen based on the type of email query ?
For eg. if the email is about a payment issue then the email ticket is auto-assigned to the specific agent handling payment issues. It is doable in the case of chat tickets but is it also possible in email tickets ?
Unfortunately we don’t support this at the moment. Can you help us understand this requirement in detail for us to consider this?
based on the type of email query
How do you define a type of email? Can you explain the parameter through which you’d want to automate the assigning it to a group/agent?
The type of email basically like NLP getting triggered going through the email subject or email content and categorise based on a specific intent or entity and auto assign the ticket to the respective Support Agents team.
@vishnu_priyan Can you comment on the feasibility for the above use case? If we are able to detect the intent of the incoming emails, we will be able to automate the assignment of those tickets to their respective agent groups