Auto apply tag to customer when issue is created by sending to particular email portal address?

[Jimmy Pappadeas]

Is there a way in JSM to automatically apply a "tag" or default custom field value for a customer for issues/tickets that are created from particular channels?

(Particularly if an individual sends an email to a specific email address that is connected as a portal channel.)

For example:

Our JSM setup has 2 separate email addresses connected to the portal where if someone sends an email to either, it will create an email/ticket ("Emailed request" = default Request Type)

Email 1 = support@company.com (general support for everyone)

Email 2 = support-customer@company.com (dedicated support for priority customer)

In our setup we want to keep track of which customers are general customers and priority customers with a single select drop-down custom field "Customer Type" (Options = General, CustomerName)

It would be ideal if the CustomerName value could be applied automatically to this field if the issue/ticket was created by a message sent to the Email 2 (support-customer@company.com) so at least some of the tickets don't need to be manually changed to this.

Is there a way to accomplish this so we don't have to manually change the value for every ticket?

Any other ideas about how to make it easier to categorize issues/issues between two (or more customer types) for monitoring and reporting would be also be appreciated.

We'd prefer not to have separate JSM projects where agents are split - issues and support will be similar for both customer types, but we want to be able to prioritize and highlight the priority customer where possible. 

[Kim Euker]

You can still send to the one address.

I use Assets to track information about my customers (such as VIP status)

When an email would come in to that address, you would do the following:

• Set a new custom Asset field with the value from the reporter/email
  This is done in terms of an AQL query to find what you are looking for (ie: Asset Attribute = value)  so for example:    "Email = {{issue.incomingEmail}}"
• Now that you have that, you can use a condition against the value in the VIP field in the assset record.   {{issue.myCustomAssetField.VIP}} = true 
• If set, then you can use the "Edit Request Type" to change the request type that came in.