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

  1. Create a workflow for Incoming Email and in the Condition section, select Email Subject.
  2. Select 'Contains' as the operator.
  3. Enter the keyword from the email subject line as the value. This could be Outage, for example, or Backup Recovery.
  4. In the Actions section, select Create Ticket and Assign Technician.
  5. Click next to the Assign Technician action and select Specific User.
  6. Select 1 or multiple technicians from the list and click Save Action.

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.