How to Override the Destination of a Ticket

 By default, tickets are sent to their usual destination in your PSA. With Override Ticket Destination, you can divert every ticket of a specific type to an email address instead, so it reaches the right team or person for resolution. This guide shows you how to set it up from Ticket Type Management. 

 This interactive walkthrough plays on its own — sit back and watch, or use the arrows at the bottom to skip ahead or replay a step. 

In the left sidebar, under Configuration, click PSA to expand its options.

From the PSA options, click Ticket Type Management. This opens the Ticket Type & Approvals Manager with the list of all your ticket types.

Find the ticket type whose destination you want to change and click the Edit button in its row.

Scroll down to Ticketing Submission Settings and type the email address in the Override Ticket Destination field. Then press the Tab key, or click anywhere outside the field, so the additional option appears (see the next step). Leave the field blank if you don't want to divert this ticket type.

Once you enter the email, a new checkbox appears below the field. Tick Check Here To Also Log This Ticket As Normal Into Your PSA In Addition To Sending It To The Above Email if you want the ticket to keep being logged in your PSA as usual and also be sent to that email. Leave it unchecked if the ticket should only go to the email address.

Scroll back to the top of the page and click Save. The new destination applies right away to tickets of this type.