Ask: What methods do you employ to improve email ticket triaging based on product (or other ticket properties) when using a shared email address that covers multiple multiple products?
Context: Many of our customer still utilize email regularly to contact support. We mostly use separate brands and email addresses for each of our products. However, we have two product groups for which we did not want to require users to juggle multiple product-specific email addresses, so those groups use a shared email address for multiple products.
We want to improve our ability to automate triaging of these email tickets by product. We currently employ a few very limited keyword based triggers and an entity detection field, but there is a lot of overlap in terminology between some of these products. Our other challenge is that our users and orgs are not currently clean enough to route based on a user or org field.
I would love to hear about ways in which other teams may have addressed similar challenges.
Thanks for sharing your scenario—this is a common challenge when managing support for multiple products through a shared email.
One approach that has worked well for some teams is leveraging custom ticket fields combined with more advanced triggers and automation. For example, you could create a dropdown custom field for product selection that agents or an initial triage automation can set based on keywords or detected entities in the email content. From there, routing can be automated based on that field.
Additionally, integrating tools with natural language processing (NLP) capabilities or using third-party apps to help classify tickets more accurately might help reduce overlap and improve routing precision.
Cleaning up user and organization fields where possible can also aid in smarter routing, but I understand this can be challenging depending on your customer base and data quality.
Would love to hear if others have tried similar strategies or found other effective solutions!