I have a queue set up for my Service department that all emails sent to email@example.com go to.
When an email comes in regarding an existing case it has the CRM Tracking number on it. Is there a way to automatically assign this email to the engineer who owns the regarding case, therefore removing it from the main Queue into their individual Queue? If not is there a way to get a notification to the engineer that the email has arrived?
I would assume workflows but I can't see how to do it as there is no link from an email to a queue that I can find.