How can I automatically priorities incoming Mails?

Question

Hey guys,

We always get a bunch of mails (creating Tickets) in our board. We want to prioritze incoming Mails for example through string-matching. So we would match the string in the body of the mail with our custom priority field (high, medium, low) and that will automatically create the priority field in the ticket.

Is there any way to solve that issue? Thanks so much for every tip.

Esther Strom · Answer

@Björm Blocksdorf - I'm glad it helped. Would you mind marking the answer as accepted to make it easier for other users to find when searching on the same question?

Björm Blocksdorf · Answer

Good morning @Esther Strom  thank you so much for your tip it worked out for me. I appreciate your help.

Esther Strom · Answer

Hi, @Björm Blocksdorf - welcome to the community!

It's definitely possible to do this; you'll want to set up an automation rule that runs on ticket creation. You'd use a field matching condition with either a regular expression (for pattern matching) or just text contents (if you're looking for a specific string). The rule action would then set the Priority field of the ticket.

You'd need multiple conditions and actions, depending on how many possible combinations of string and priority you have.

The rule structure would look something like this (only two sets).

The condition setup looks like this:

And the action like this: