Configure Email to Ticket Rules

Introduction

Setting Up Conversion Rules

• Rule Naming: Start by naming the rule for easy identification.
• Defining Conditions: Select the email field to examine (e.g., "from" address, subject line) and the criteria for matching (e.g., exact match, partial match).

Custom Rule for High-Value Customers

• Creating a Specific Rule: For instance, set a rule for emails from "acme.com" to be categorized as severity level 1, indicating high priority.
• Condition Specification: Ensure specificity in matching criteria, such as using "@acme.com" to avoid incorrect matches with similar domains.

Configuring Rule Actions and Ticket Fields

• Action Choices: Choose to either ignore the email (useful for filtering spam) or create a ticket.
• Ticket Field Configuration: Determine how the ticket should be created based on the rule. Select whether the ticket is for the email sender or a specific individual in the organization. For high-value customers, choose an appropriate severity level.

Saving and Organizing Rules

• Saving Changes: Once the rule is fully configured, save the changes.
• Rule Ordering: Arrange rules in order of importance, as they are processed from top to bottom. More critical rules should be higher on the list.
• Final Rule for Unmatched Emails: Place a general rule with the "Apply to all messages" condition at the end of the list to catch any emails not addressed by other rules.

Managing Rules

• Reordering Rules: Utilize the drag-and-drop feature to rearrange rules in the list.
• Additional Rule Actions: Access further options for each rule using the dots on the right side of the list for edits or other modifications.