Channel-Driven Ticket Routing Follow

Channel-Driven Ticket Routing helps you organize incoming support requests by automatically routing tickets to the appropriate channel based on the email address they are received on. Each channel can have its own inbound email address, outbound email address, pipeline, assignment rules, and default ticket values, making it easier to manage multiple brands, departments, or support teams from a single Salesmate account.

Topics Covered

• How to Create a Channel
• How to Update a Channel
• How Channel-Driven Ticket Routing Works
• Assign Tickets to a Channel
• How to Delete a Channel

Create a Channel

To create a new channel,

• Navigate to the Profile icon on the top right corner
• Click on Setup 
• Head over to the Modules category
• Click on the Ticket Module

• Navigate to the "Channel" section and click on Create Channel.

• Enter the Channel Name.
• Configure the Outbound Address that should be used while replying to tickets.
  • Use Salesmate Default: This will use noreply@salesmatemail.com as your email.
  • Use Custom Domain: You can add your company email.
  • From Name: Select the from name that you like to use for that email.
  • Reply-To Name: Add the name that you like to add for replies.
• Routing: You can set the pipeline, stage, and owner of the tickets.
  • Select the Type where tickets should be created.
  • Select the default Stage.
  • Choose how tickets should be assigned:
    • Specific Users or Teams
    • Contact Owner
    • No One
• Select the default Priority.
• (Optional) Configure Custom Field Defaults that should be applied to every ticket created through this channel.

• Click Save.

Once the channel is created, Salesmate automatically generates a unique inbound email address. Copy this address and configure email forwarding in your email provider so incoming emails are forwarded to the channel.

Update Channel

To update a channel,

• Hover over the channel that you would like to update
• Click on the Action and select Edit

• Update the details.

• Once done, hit Save.

How Channel Routing Works

When a customer sends an email to your support address:

• Salesmate identifies the corresponding channel.
• A ticket is automatically created in the configured pipeline and stage.
• The configured assignment rule is applied.
• Any default custom field values are populated automatically.

Tickets Created Outside a Channel

If a ticket is created manually, through Chat, API, or another integration, it is not associated with any channel by default.

When an agent replies to the ticket for the first time, Salesmate prompts them to select a channel. After a channel is selected, it becomes permanently associated with the ticket, and all future replies are sent using that channel's outbound email address.

Delete a Channel

To delete a channel

• Hover over the channel that you would like to delete
• Click on the Action and select Delete

• Hit Delete.