Hi there! I hope you're having a wonderful day so far. I'm writing to see if anybody might have any advice for setting up filters to assign tickets created from Google Voice transcripts sent to separate gmail accounts to different teams. Here's my scenario: I run a small nonprofit that helps other small nonprofits with tech issues, and each of these other small nonprofits uses Google Voice to generate transcripts which are then set to autoforward from each of the non-profit's Gmail accounts to my osTicket installation to automatically generate tickets. Ideally, I would like to set up filters within osTicket that will automatically assign each Google Voice transcript-generated ticket to a specific team based on the non-profit from which it was received. Unfortunately, all of the transcripts for each account come from voice-noreply@gmail.com, and that's the account that osTicket sees as belonging to a single user; the system doesn't differentiate transcripts from the separate e-mail addresses (e.g. nonprofit1@gmail.com, nonprofit2@gmail.com, etc.) and I can't figure out a reliable way to automatically filter them to teams that service each individual nonprofit. The subject line of transcripts can't be changed from 'new voicemail from [phone number]' and though filters based on certain keywords have some success, there's no guarantee that this will be 100% effective. The only real solution I can think of us to append signatures (e.g. 'sent from nonprofit #1' ) to each transcript before forwarding it to the help desk, and using said signatures to create the filters. Is there any other possible way that I could achieve my hoped for result? Any guidance at all would be greatly appreciated! Thanks so much.
