The link between a Department and an email account is made using built-in Triggers.
Each email account has a New Ticket Trigger which assigns Tickets submitted to that email account to a specified Department. For example, you could have all Tickets created by emailing
firstname.lastname@example.org assigned to the Support Department.
You can view and edit the Trigger by going to Tickets > Email Accounts and selecting the relevant email account.
You can also view and edit these Triggers for each email account in Email Account Triggers under Tickets > Triggers > New Ticket.
The New Ticket Trigger in a Department’s properties screen sets the email account to use for Tickets not submitted through email - for example, via the Portal an embedded form, or the API - in that Department. The selected account will be used to send messages related to the Ticket. For example, a Ticket submitted to the Support Department via the web would have its emails sent from
You can also view and edit these Triggers for each Department in Department Triggers under Tickets > Triggers > New Ticket or Ticket Update or New Reply
The Ticket Changed Trigger sets the email account when an existing Ticket is changed to the Department.