Customer context: The customer wants to know how LiveAgent handles situations where the same email is sent to multiple department email addresses, such as support and VIP support, and which department will receive the ticket.
Customer question: How does LiveAgent distribute emails sent to multiple departments? For example, a customer sends one email to a support address and also to a VIP support address. Which department will the message appear in?
Solution: When an email is sent to multiple email addresses that are set up to create tickets in different departments within LiveAgent, the system will create a new ticket in only one of those departments. This is because LiveAgent stores the unique ID of each email in its database and prevents the creation of multiple tickets from the same email ID, effectively avoiding duplicate tickets. It is not possible to alter this behavior in the system. Therefore, the ticket will appear in a single department, and not in all departments the email was addressed to.