How to automatically route tickets to queues based on sender email address

RT Users
1

Hi All,

I am running the latest version of RT and I have several queues for my
clients. They all use a single email address to submit support requests, but
they all go to the Default queue. I want to route tickets to the
appropriate queues upon arrival based on the sender email address. For
instance if an email comes from someone@hotmail.com, I want it to go to the
Hotmail queue, and if it from someone@gmail.com, I’d like to have it go to
the gmail queue, and so on.

Thanks

2

I’m just another rt-user, but I’m thinking that your customers might even like it if you told them they were getting a dedicated email support channel… changing one client from support@wherever.com to megasupport@wherever.com, another one gets totalsupport@wherever.com, a third could get ultrasupport@wherever.com, and your best customer could get totalmegaultrasupport@wherever.com.

Just a thought.From: Kevin [mailto:herve.lou@gmail.com]
Sent: Friday, November 05, 2010 10:19 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: [rt-users] How to automatically route tickets to queues based on sender email address

Hi All,

I am running the latest version of RT and I have several queues for my clients. They all use a single email address to submit support requests, but they all go to the Default queue. I want to route tickets to the appropriate queues upon arrival based on the sender email address. For instance if an email comes from someone@hotmail.commailto:someone@hotmail.com, I want it to go to the Hotmail queue, and if it from someone@gmail.commailto:someone@gmail.com, I’d like to have it go to the gmail queue, and so on.

Thanks

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

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SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.

3

Thanks Josh, but the idea is to maintain a single email address for all
customers and not multiple ones.On Fri, Nov 5, 2010 at 10:33 PM, Josh Narins jnarins@seniorbridge.comwrote:

I’m just another rt-user, but I’m thinking that your customers might
even like it if you told them they were getting a dedicated email support
channel… changing one client from support@wherever.com to
megasupport@wherever.com, another one gets totalsupport@wherever.com, a
third could get ultrasupport@wherever.com, and your best customer could
get totalmegaultrasupport@wherever.com.

Just a thought.

Sent from SeniorBridge BlackBerry

From: Kevin [mailto:herve.lou@gmail.com]
Sent: Friday, November 05, 2010 10:19 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: [rt-users] How to automatically route tickets to queues based
on sender email address

Hi All,

I am running the latest version of RT and I have several queues for my
clients. They all use a single email address to submit support requests, but
they all go to the Default queue. I want to route tickets to the
appropriate queues upon arrival based on the sender email address. For
instance if an email comes from someone@hotmail.com, I want it to go to
the Hotmail queue, and if it from someone@gmail.com, I’d like to have it
go to the gmail queue, and so on.

Thanks

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

[image: SeniorBridge]

SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for the exclusive use of the addressee(s) and may
contain confidential or privileged information. Any dissemination,
distribution or copying of this email by an unintended or mistaken recipient
is strictly prohibited. In said event, kindly reply to the sender and
destroy all entries of this message and any attachments from your system.
Thank you.

4

Thanks Josh, but the idea is to maintain a single email address for all
customers and not multiple ones.

Kevin,

You may want to look into using procmail in conjunction with your MTA to
route email message to different queues based on sender domain or other
criteria (we also check for subject line in my environment). If you would
like I can create a quick writeup on how I’m using postfix + procmail to
route mail into the appropriate RT queue.

-dustin