Create tickets from email with a specific subject and assign to a technician

  1. Create a workflow rule for Incoming Email and in the Condition section, select Email Subject.
  2. Select Contains as the operator.
  3. Do not use 'Equals' (=) or 'Starts with' when creating workflow rules for Email Subject or Email Body. Both fields contain HTML that can interfere with the condition.

  4. Enter the keyword from the email subject line as the value. This could be Outage, for example, or Backup Recovery.
  5. In the Actions section, select Create Ticket and Assign Technician.
  6. Click next to the Assign Technician action, select Specific User and choose a user from the list.
  7. You can assign technicians based on other criteria like their workload or user skills, or even select a team of specific users. Learn more about how users' skill levels are scored.

  8. Select 1 or multiple technicians from the list and click Save Action.