The new email-to-ticket creation functionality is a welcome addition and is already proving useful. However, we have identified a gap in the current workflow that could be improved to enhance visibility and efficiency when new issues are received via email.
At present, when an issue is raised through email, there does not appear to be a mechanism to:
Automatically assign a category to the newly created issue.
Notify a designated user or mailbox that a new issue has been received.
Route uncategorised issues to a default queue, category, or email address for review.
This is 100% needed. We have multiple departments that use this ticketing system and we can't even really use the new email issues feature because we have no way to automatically redirect tickets to the right department. Would be nice if we could have multiple aliases with each one linked to a category ("sitename-itsupport@compliance.weareevery.com" or "sitename-reprographics@compliance.weareevery.com" for example).