Filtering Cases by Email Addresses

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Many organizations like to offer multiple points of email contact to their customers: maybe they use one email for Billing; another email for Support, maybe a few others for Sales and Marketing.

This frees up a potential email bottleneck in your support center, giving customers a direct line of communication to the right groups in your organization.

Sounds like a win-win situation, right? 

And get this, make it so easy to configure! Using Filters and Inbound Interaction Rules you'll streamline your email communications in no time!

In this example, we're going to route email cases through filters for the different addresses used to contact Support and Billing groups.

Creating Custom Fields for the Email Sources

  1. Go to: Admin > Cases > Cases > Custom Fields and click Add field.

  1. Name the field (e.g., Email Source) and add the Key.
  2. Select List from the Data Type dropdown.
  3. Add the two support email addresses in the Data field. In this example we'll use and
  4. Click Add when you are done.

Note: You can add as many emails as you like, but you must create a unique Inbound Interaction Rule for each added email.

Inbound Interaction Rules for the Email Source Custom Field

Now that we've created our Custom Fields we'll create an associated Inbound Interaction Rule. We are going to create two new inbound rules that utilize the Custom Fields. These Inbound Interaction Rules will be triggered whenever a case is sent into Desk.
  1. Go to: Admin > Cases > Rules > Inbound Rules and click Add Rule.
  2. Name the rule.
  3. Check the Email box for the Interaction Type.
  4. Click Add.

  1. Set the Inbound Interaction Rule as shown below.
  2. Click Update when you are done.

So, what do all these settings mean? Because we only want this rule to run the first time an email comes into Desk, we've set the "All" condition to cases that have the status of New. For the "Any" condition, the rule only runs when is contained within either the email's To or Cc fields. Finally, the Rule Action is set to Case Email Source (the Custom Field we created), which is 

**Important troubleshooting note** 
Please be sure to double check and remove any invisible white spaces from the front or the back of the email address. The rule will search for the Email contains " ". In this example, there is a trailing space. Be sure there are no spaces before or after the actual email address for the rule to work properly. 
  1. Following the exact same logic as above, let's create another Inbound Interaction Rule for the Billing email address:

Creating a Filter for Cases Sent to Support and Billing

Let's review. First, we created Custom Fields for our email sources. Next, we created two Inbound Interaction Rules for those email sources. Now we are going to create a Filter to sort these emails. In this example, we'll create a Filter for the Billing email.

  1. Go to: Admin > Cases > Filters and click Add filter.
  2. Name the filter and click Add.

For this filter, we're interested in seeing all cases that are not yet resolved, where the email source is For the Default Sort we want to see cases sorted by when they were last created, so we can see the newest cases first.

  1. Follow the example below and click Update when you are done.

  1. Now jump over to the Agent console. You will see the Case Filter we created in the left-hand navigation called Billing Cases.


Assigning Incoming Emails to Specific Teams

If you have an email address for a specific team, you can set a Case Assigned Group rule by simply modifying the Inbound Interaction Rules we created above. For example, if the cases should be handled by the Billing team, you can add the following Rule Action.

  1. Open the Inbound Interaction Rule.
  2. Under Rule Action create the rule Set Case Assigned Group and Billing.

If you only want the Billing group to see Billing Cases, you can modify the Billing Cases filter accordingly.

  1. Open the Billing Cases filter we've created.
  2. Under Permission to this Filter, click Group.
  3. Select Billing and click Update when you're done.