Summary

Currently, an email account in the Email Channel can be related to a single request type.

Suggestion

It would be helpful if a built-in functionality is developed to allow relating different request types to the same email account, with options or rules so the system decides which request type should be used. For example, based on the content of the incoming email.

Workaround

Consider one of the following options:

a) Creating an automation rule to update the emailed work items Request Type as needed. For example, by checking the content of the summary (subject) to determine whether it should be changed to a different Request Type.

b) Have different email accounts so you can associate each of them with different Request Types.