Currently, say you have two support groups. SG1 and SG2. Within SDP you can associate an e-mail address ( SG1@domain.com and SG2@domain.com, for our example) with both those groups to open a ticket with the group. So if we send an e-mail to SG1@domain.com, it will open a ticket and assign the group to SG1. The same goes for the second group, if we send an e-mail to SG2@domain.com it will open a request in the SG2 support group. The problem we have with this is all e-mail requests come in using the "Default Request" template. 

What we would like to propose in the future is being able to create a custom template with custom fields that is used as the request template for a specific e-mail address. 

So from our previous example. The required request fields for the SG1 and SG2 support group are different, so if we could create a custom template for each, when an e-mail came in to the SG1@domain.com it would automatically use the SG1 template with the required fields for that group instead of the "Default Request"

I hope this makes my feature request clear. Please let me know if you need more info.

Best Regards,

Evan