New tickets not being assigned based on filter rules

jnichel

Hi, I'm trying to assign new tickets to an agent based on the email the ticket is sent to. For this case, I want to assign tickets to myself if they are sent to the IT helpdesk email. Here are my filter rules:

And here are the actions:

As far as I can see, I have it set up right, but new tickets are not being assigned to me (or to anyone for that matter). I'm hoping someone here can spot my mistake.

We're running version v1.18.2 (53339df).

KevinTheJedi

jnichel

Because the Addressee option does not match system emails. You should simply keep the Target Channel set to the system email and make the Rules:
user / Email Address > contains > @

This way anyone who sends an email to the Target Channel will be assigned to the Agent specified in the Actions.

Cheers.

jnichel

KevinTheJedi Thank you, that did the trick.