Hey there,

I've set the following filter:
Rules, Match All

  • Organization name | Equal | XYZ
  • Topic ID | Not Equal | 16

Actions: Assign Team: ABC

So basically I want all tickets that are opened by users from Organization XYZ to be assigned to Team ABC, except when the concerned topic is of ID 16.

Tickets can be both opened via web or email (sent to topic dedicated email).

So I tested this, and when I open a ticket via web (selecting topic ID 16), the team assignment will successfully be skipped.
However when, as a user from Organization XYZ, I open the ticket via email (ie. sent to topic-16@email.com, which automatically assigns to topic ID 16), the team will be assigned... thought it shouldn't as it concerns the excepted topic..

Is it possible that the topic assignment happens after the filter rules leading to this topic-linked rule being "ignored"?

Emails do not have Help Topics or Organizations. SO I would say that it's a chicken and egg scenario.

    ntozier ah

    I guess I wasn't clear enough...

    Any users who are opening tickets via email are already registered into the helpdesk and are in an organization. So we know the org info for any users opening tickets via email.

    Then we have specific emails for specific topics which are defined in the email settings page. This means that any email sent to these dedicated email addresses will open a ticket under the specific help topic.

      I have the feeling that, for email-created tickets, filters are taking place before the actual ticket creation/topic assignment. Therefore a filter that would concern a help topic in this scenario would never work as help topics wouldn't be selected yet.

      Am I right to think that?

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