Hello - we’re currently utilizing RT 4.2.12 for our system. We previously only had one email address we were using to field all customer service requests - email@example.com. We’ve recently added a second domain - firstname.lastname@example.org.
My goal was to set up a search view so that our RT customer service people could easily identify which mail was sent to the “email@example.com” address and a separate view for mail sent to the “firstname.lastname@example.org” address.
The customer service rep could then reply to either mail and the reply would come from the appropriate address.
Currently, I sort of have this functional - but it’s very manual. I’ve set up a queue for @blabhlah, and a service rep can view a new ticket, identify which queue it is intended for, and then change the queue to the appropriate one and the reply-to address will be correct. However, I’d like to have emails sent to this address automatically be sent to the “blahblah” queue.