Email Piping issues
Hi, I'm currently setting up Fluent Support for our organization and I'm experiencing some issues with Email piping. I set up an inbox with support@example.com and emails are being routed from our GWS just fine to for example cool_blabla.dra4m@fluent.support and a new ticket is created.
The Support-Inbox is then filtered by support staff for support related requests. I did the same for sales@ and marketing@, with each Inbox serving as queue for the department related requests. So far so good.
Historically other emails like help@example.com, info@example.com, but also support@example.de or bestellung@example.de have been distributed as official email channels.
I tried to route e.g. help@example.com to cool_blabla.dra4m@fluent.support (like support@example.com) and GWS forwarding is working from the logs, but the emails from help@example.com are being ignored by Fluent inbox matching apparently and no new ticket is created.
Is there a solution for this? We have more than 30 different email addresses that need to be forwarded into the relevant department mailboxes and my agents will lynch me if I set those up as separate Inboxes. Any help or tip will be greatly appreciated 🙏! Thx, Jan
For clarification: I would like to route help@example.com, info@example.com, support@example.de, hilfe@example.de to the original cool_blabla.dra4m@fluent.support from the support@example.com Inbox. All tickets from that Inbox will be replied with support@example.com as From: and Reply-to: address.
We are currently migrating from Zoho Desk and were able to forward/match multiple different incoming email addresses to one support@example.zohodesk.eu Inbox. It would be great if more than one email address was allowed to be parsed into a single Inbox, with proper verification of email address ownership. Thx again!
Jan-Willem Rossée I am not familiair with your situation, but can you forward them first to the original emailadress that is connected to the channel, like support@example com?
Is seems there is a validation like "is it forwarded from the official connected emailadress?"
Roelinde Brons I tried that, forwarding help@example.com to support@example.com (connected) did not create a ticket. I ended up setting up my own IMAP parser with n8n and the Gmail node as a trigger, which works great so far. Tickets are created via FluentSupport API and I plan to do automate more routing in V2.
Jan-Willem Rossée that sounds like a good workaround. Great you could figure it out