FAQ

Q1. How to support 2 email accounts in Frappe Helpdesk, based on accounts assign different Agents.

A1. You can do so via Server Script, we at Frappe has also done the similar thing,

Steps:

1. Create 2 agent groups by going to HD Team DocType.

2. Add agent 1&2 in Group 1, agent 3&4 in Group 2. ( when you do so , an assignment rule is also created for the same)

3. Go to assignment rule for each and enable them

4. Go to server script, create something like

5. In the script type:

# here we check whether communication for the email was created or not
communication_exits = frappe.db.exists("Communication",{"reference_name":doc.name})
if communication_exits:
    email_account = frappe.db.get_value("Communication",communication_exits,"email_account")
    # every email you create will have a name, add that name here
    if (email_account == "Account 1"):
        doc.agent_group = "Group 1"
    elif (email_account == "Account 2"):
        doc.agent_group = "Group 2"

6. Now whenever an email will be received on Account 1, agent 1 & 2 will be assigned and vice versa