Sorting messages in OSticket

sarsenbaev

Good afternoon Could you please advise if it is possible to set up automatic sorting of emails. It is necessary that emails with a specific subject line or email address are immediately assigned to the legal department.

Also, is it possible by default to send only to the sender, excluding co-authors, if they were in the letter?

ntozier

Yes. You can make ticket filters with pattern matching to put the tickets into a specific department.

I'm not sure what you mean by "send only to the sender, excluding co-authors, if they were in the letter".
You could not automatically add collaborators (CC) on an email (Admin panel -> Emails -> Settings).
That would mean communication would only go to the sender of the email i.e. the opener of the ticket.

sarsenbaev

ntozier Hello, Could you please advise about ticket filter with more details?
Is there any guide for the implementation?

TonyO

Exclude co-authors: Yes, you can add or remove collaborators in the ticket, or select only the ticket owner when you reply in the Agent Panel.

AdamDempsey

sarsenbaev Admin Panel > Manage > Ticket Filters

https://docs.osticket.com/en/latest/Admin/Manage/Ticket%20Filters.html