Creating a custom rule that will only be triggered when a specific request type is created via email

[Joseph Obafemi]

I want to create a custom rule that will only be trigged when a specific term is being used in a email request. 

For example: 

We have a email request , where the user is asking for a ticket / pass upgrade in the text of the email 

Will I be able to do the following:

• Automatically assign to the the specific agent 
• Respond with the necessary link to submit a upgrade link 

[Mikael Sandberg]

Yes, and it is pretty straight forward to do. All you need to do is use the if/else condition and see if description contains the word you are looking for and if that is the case, assign it to the specific agent and add a comment with the link, or send an email with it. Have a look at this thread with a similar question.