Hello Rene,

Greetings from Zoho Desk. 

Currently, the ticket gets moved from one department to another via the automation assignment rule configured in your Zoho Desk. The rule name is IT support auto-assignment. Either you can disable the assignment rule or make some changes to modify the automation.

To forward the emails to the concerned department, we need to check whether the email forwarding rule configured in the email address > itsupport@bluewhitec.com is forwarding emails to the IT Department support email address. It seems that the forwarding rule delivers the emails to  support@bawtech.zohodesk.com, which is for creating tickets to Blue & White Technologies. So kindly create a new support email address for the IT department in your Zoho Desk. Go to setup > Email > Support email address > Select the department > Click on Add support email address. Then, create a new forwarding rule in your  itsupport@bluewhitec.com email address to forward the email to the new support email address created for the IT Department.

Also, make sure whether the  sales@bluewhitec.com email forwarding rule forward the emails to  sales@bawtech.zohodesk.com instead of  support@bawtech.zohodesk.com. Once you have updated these email forwarding rules as we suggested, then the support request will get created in the concerned department. If you wish to receive a support request for the Blue & White Technologies department, create a new "custom support email address" and set that email inbox to forward emails to support@bawtech.zohodesk.com. So each email will forward the emails based on the departments that need to receive them.

If you have any other concerns, feel free to reach us.