Send each kind of help request to the team that owns it

When we shipped the helpdesk mirror it had two destinations: one for everyday requests and one for crisis signals. That was the right place to start, and it was not enough for long, because "the university's help desk" is almost never one system.

A student who taps "I can't afford something" and a student who taps "I want to talk to someone" usually need two different teams, running two different tools, under two different sets of rules. Sending both into one queue meant somebody had to sort them by hand, or a wellbeing request ended up in a service desk that was never meant to hold one.

What changed

• Each help category can have its own queue address. Under Settings → Integrations → Helpdesk mirror, below the general queue, there is now a field for each of the four buttons a student can press. Point them wherever they belong: counselling, financial support, academic support, student life.
• Blank means "same as before". Any category you leave empty keeps going to your general queue, so you only fill in the ones that differ. If you configure nothing, nothing about your setup changes.
• Send test now proves all of it. One press fires a sample ticket to your general queue and every category queue you have set, and each email names the queue it went to so you can tell four tickets apart.

What did not change

A crisis still only ever goes to your crisis queue. It is never routed to the general queue and never to a category queue, and if you have not set a crisis queue it is not mirrored anywhere. That rule is enforced in the database rather than in the app, so there is no path around it. First Six's own crisis alerts to your named responders fire exactly as they did.

The mirror is still additive: every request lands in the First Six inbox first, and the ticket is a copy so your staff can work from the tools they prefer. The student's own message is still never in the email. Staff open the request in First Six to read it, so what they wrote stays inside First Six's access controls.

See Connect your help desk for the setup steps.