Hello Team,

Hope this finds you well. I am a technician, and the company is in the midst of implementing a new ticketing system, incomes Zoho. As part of the task, the dept would like to consolidate the pre-existing shared mailboxes (smb) in one smb with forwarding email addresses pointing towards Zoho for automatic ticket logging.

I have manged to successfully setup a test environment smb's with forwarding email addresses replicating the requirements. However, we seem to be facing a bit of a challenge with setting up a RR/DR to automatically assign the tickets to the respective Teams (please see attached Diagram).

The challenge is that the dept. deals with various clients all over the UK and internationally and when creating a rule, we cannot generalise to say, for example; .com emails to be assigned to Team 2  and .co.uk emails be assigned to Team 1 because their domain emails don't dictate their geographical location. i.e. someone with ".co.uk" email could be international and vice versa. which poses a challenge in routing the emails to respective teams. Am more than happy to discuss in person. Hope this makes sense, your assistance would be greatly appreciated.

Thank you.

Nicolas.