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Agents who may handle conversations of a similar nature can be grouped. Grouping lets you streamline interactions and processes. Groups may be mapped to specific channels, or conversations may be moved to a specific group manually. You can have a load balance assignment turned on for assignment within the group.
Assign a group email address to each support group to ensure the query reaches the right place. Create a group for support, sales, billing, etc and assign them an email address that organizes tickets for that group and redirect replies to everyone in that group.