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When a new email message is received - how can I control which desk the ticket is created in?

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We are trying to automate some of our procedures.  How can I control which desk a new email message is created in?



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  • Hi Diane,

    do you want to use the same email adress for every desk?

    if not  you just easily create an email reader per desk

  • Hi Hans - yes I would like to use only one email reader.


  • Within Service Desk look at Ticket Request Mapping under Procedures Definition.  IN this area you can tell the system to create a ticket in a specific desk once it meet the rules you specify.