Problem Summary

In Customer Service Management (CSM) projects, when configuring multiple email accounts under Email Channels, it currently forces all incoming email accounts to use the same default work type (such as "Question") via the Default form routing rule. Users are unable to map/associate individual email channel addresses to different specific work types directly within the channel configuration.

Suggested Resolution

Provide the ability in Customer Service Management project settings to configure routing rules per email channel, allowing administrators to map specific incoming email addresses directly to different work types upon request creation as we already have in JSM projects.

Why is this important?

Organizations managing multiple intake email addresses for different support teams or categories (e.g., general inquiries vs. specific operational requests) need incoming tickets to automatically be created with the appropriate work type. Without per-email work type mapping, incoming requests require manual triage or complex post-creation workarounds, leading to administrative overhead and potential delays in request assignment and resolution.

Workarounds

Create an Automation Rule to be triggered on Issue Created:

1. Add a condition checking the recipient email address (e.g., checking if the issue description/reporter metadata or recipient address matches a specific email).
2. Add an action to Edit Issue Field and change the Work Type to the desired value based on the matched recipient email.