If an email contains a specific subject or text in the body, assign to a specific technician

Create a workflow for Incoming Email using the following conditions and actions:

  1. In the Condition section, select Email Subject.
  2. Select contains as the operator.
  3. Enter the specific text contained in the email subject as the condition value.
  4. Click and select Add Condition Block.
  5. Select Email Body as the Attribute and contains as the operator.
  6. Enter the specific text contained in the email body as the condition value.
  7. In the Actions section, select Create Ticket and Assign Technician.
  8. Click next to the Assign Technician Action, select to assign a technician based on Specific User and select a user from the list.

Save the Action and the Rule to confirm the addition of the new conditions and actions to the workflow.