In later versions of the Email Support add-on you can create rules that control how an incoming email is handled. Here are some examples of what you can do with rules:
You can specify the following types of rules:
You can create rule profiles by going to the TICKETS->INBOX RULES menu option.
You can create a new mailbox rule by going to the TICKETS->INBOX RULE menu option and clicking the New Inbox Rule at the top of the screen.
When you create a new inbox rule you will see a screen that has two parts. The first part is where you input information about what the rule does. The second part is where you provide any additional information the rule needs in order to perform the actions selected in the first part of the screen.
Here is what the first part looks like:
As you’re filling out this information don’t forget to fill in the TITLE at the top of the screen. The title is just a user friendly name used to identify the mailbox rule.
To save the rule you can click the PUBLISH or SAVE button on the upper right of the screen.
If you specify that data should be updated on a ticket when a match is found, set the data in the second part of the rule configuration screen:
While you can have multiple rules only one rule will be executed against each email message. Once a match is identified all other rules are skipped for the current message.