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how to route tickets to a group based on the support email address you can assign all tickets coming to a particular configured email address directly to a group for example all emails received in your sales inbox can be assigned to the sales group to do so go to the admin page and click on email you will see the list of support addresses configured in your help desk click on the edit option near the required email address in the email settings page choose the group you want the tickets to be assigned to in the assign to group dropdown make sure to save your new settings now all emails to this address will automatically be assigned to the chosen group alternatively you can make use of the ticket creation automation rule to auto route tickets to specific groups and to agents within the group and that is how you can route tickets
