[resolved] Filtering incoming emails

zephyrus

Hi!I try to filter out incoming emails so that they get canned responses.1. User sends email to mailaddress: xyz@xyz.com2. System filters and send out canned responseWhat is the settings to make this happen:I only get the system to send out the autoreply on new ticket.I use the latest version: Version 1.9.5.1

blueyeguy

I haven't actually tried it, but there is a Canned Response selection in the ticket filter setup. Are you saying that it's not working?

Filter Canned Response.JPG

zephyrus

I have set up a department that is handling registrations to facebook. The users need to send an email to this address to get the canned response that tells them what information they need to give us to be able to get an invite to the closed group.I need it to filter out like this: When someone sends an email to that address it will trigger the CR and putting the ticket into the right department.When I try to send an email the system replies that it has recived the supportrequest, and it has redirected it to the right deartment. The thing is that it only uses the standard autoresponse, not my canned response... (very frustrating)

2015-02-18 16-03-02.jpg

blueyeguy

I suspect your ticket filter is not actually filtering? When I have attempted to use the Addressee (to and cc) - Contains - the entire email address, I have never gotten it to work correctly. However if I use Addressee - Contains - .com, or something similar (.net, .org, etc.), then my filter will actually work. I have seen others use regex strings to just grab everything that comes into an address as well. The following worked for me as well:User/Email - Matches Regex - /^(?=.*).+$/iu

zephyrus

Is it possible to get the system working correctly that way? Using the suggested string I mean...I have over 40 departments that will get their tickets sorted by incoming emails and this looks like a bit vague to me...Or do you mean that the use the departmentmail@(the string).com will do the trick?

blueyeguy

I have attached an example of one of our ticket filters. The target channel is set to the email address for the department (each of our departments has their own email address). We use this particular filter to auto assign any ticket coming in from that target channel email address to a specific Team. When we set this filter originally, the same way you have yours set (Addressee - Contains - ) it did not work. Tickets were created but they were not assigned because the filter wasn't matching. As shown in the attachment, they are assigned just as they are supposed to be. I hope this helps make it more clear.

Filter example.JPG

zephyrus

Excellent!!That did it! Many thanks or the assistance.

blueyeguy

Glad it worked, happy to help.

Chefkeks

Closing this thread and mark it as resolved.Feel free to open a new discussion for another comment or question.