One Support Email Managed By Multiple Departments
We use one support email (firstname.lastname@example.org
). Incoming emails come to the "Support Department" and based on what the customer is asking, we route that ticket to different departments (billing, technical support, etc.). When users in these different departments respond to a ticket they use the universal support email (email@example.com
). The problem is when a customer responds to a ticket email, that new response is going back to the "Support Department" and generating a new ticket instead of adding that email response to the current ticket thread, within respective department.
Example: email comes in to firstname.lastname@example.org
which routes to "Support Department". Agent notices that it is a billing issue and MOVES the ticket to the billing department. Agent in billing responds to email using email email@example.com
. Client responds to that email and a new ticket is created again in "Support Department" instead of the email being added to the existing ticket in the billing department.
How can we solve for this WITHOUT creating a new email. To maximize customer experience, we want just one email address that they correspond with.
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