Currently you cannot route messages addressed to specific e-mail address to the corresponding agent. Assignment works as follows:
- when you send e-mail to the Helpdesk, its status is set as Unassigned and everyone gets notified about it
- as soon as an agent replies to the ticket, it gets assigned to that individual and all future e-mail notifications concerning this ticket will be sent to this agent only
If you’d like to assign the ticket directly to someone, you can do so using the SATF form and using the responsible_agent parameter.