Boards and routing inbound mail
Boards organise tickets into queues, and they can claim their own inbound email address for routing.
What boards control
Statuses, SLA policies, ticket types, and priorities stay global. A board carries portal visibility, a default SLA policy and default agent, access rules, an inbound email address, and sort order.
How inbound routing works
When a new ticket is created from email, the engine collects the recipient address(es) from the message (To, Delivered-To, X-Original-To) and looks for an active board whose inbound email matches. If one matches, the ticket is routed to that board; if none match, it falls back to the system default board.
Board defaults applied on routing
Once a ticket lands on a board, the board fills only the slots the ticket doesn't already have:
- Its default SLA policy is assigned if the ticket has none.
- Its default agent becomes the owner if the ticket is unassigned.
Setting it up
- Go to board administration and edit (or create) a board.
- Enter the board's inbound email address.
- Set its default SLA and default agent so routed mail is triaged automatically.
The default board cannot be deactivated until another board is set as default.