Change Company/SLA on Ticket according to Domain email comes from

Change Company/SLA on Ticket according to Domain email comes from

If I have an email come in from user1@company.com or user2@company.com or any user from that domain - I want the ticket to change to the Account name and activate the SLA I have assigned to that account so the ticket times starts as soon as it arrives. I know I can assign contacts to an account and that links them but if I have a company with hundreds of users, that's not a practical option. I couldn't find a way to do it with a rule or workflow - I couldn't see how to use a wildcard i.e *@company.com.

Also, related to the above, my SLAs don't seem to apply until I have assigned Low/Med/High priority - we have 1 and 4hr response but if nobody assigns a priority the SLA does not kick in.

I have 2 SLAs set up - one silver and one gold. The gold one is only active when applied to an account - I want the silver one to be the default and apply to all other tickets so I have deselected the option to apply to an account. Is that the correct way to use it?


Thanks