I’m trying to get an inbound email (creating new request) to assign
to a specific tech based on either Subject of email or a keyword/phrase
in body. To make a little more sense, I’ve got a handful of PDF forms
that are submitted to HelpDesk@domain.com and I’m looking to setup
automation for certain forms to go to certain techs.
I realize there are potentially various ways to achieve this, but let
me get a little more specific:
-Using a single Category that is set to Round Robin w/o Admins
-I can easily achieve this using another category, but for growth purposes I’d like to keep within the same category.
-Attempted to use Mail Rules based on subject of email
-Attempted to use Triggers based on ‘note body - now contains - %keyword%’
Both Mail Rules and Triggers work as they should…with one catch:
Because we’re using Round Robin, the new request hits the round robin
and assigns to a tech, but then re-assigns as the rule states. So all
in all, it’s working. But that extra bounce of hitting a different
tech’s queue means that tech gets two notification emails (New Request +
Reassigned) that add to that non-stop ‘ding’ of emails. Obviously not
the end of the world, but just extra notifications that aren’t
I’ve checked the ‘Suppress any staff notifications that result from
Action’ which will suppress the email to the second, reassigned to by
rule tech, but not the first tech receiving the nonsense emails.
I’m probably missing something right under my nose, but anyone out there point me in the right direction? Thanks in advance for any help.