Hi,
we would like to automatically route all cases from specific countries to different queues.
A customer anywhere in the world would write to a single email address support@company.com, then the system would check the Billing country of the account and if it is US then route it to US support queue and in all other cases route it to a German support queue.
I have tried using Record creation and update rules and I set up 2 different records:
1. a rule monitoring Email activity and US-Queue as Queue. I specified a rule that if the account is from the US, a new case should be created and a new queue item in the US queue
2. a rule monitoring Email activity and General Queue as Queue for everything else, where if the account is NOT from the US, create a new case and a queue item in the General queue
When I test it and send an email from a customer account in the US, the case is still created in the General queue and not the US queue.
Could you comment if in general this is the right approach?
