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Automation external email reporter request


I'm trying to automate my project so that when we receive an email request from address X then the analyst responsible for that customer will answer him/her. 

I want to  automate the process by assigning specific customers to a particular agent. Let's suppose, if the requestor/email address is X then assign to agent 1, if the requestor/email address Y then assign to agent 2. 

Problem is in the automation it won't let me pick an external address, it appears as "No option"


What can I do to add external customers to this automation?


1 answer

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Answer accepted

Hi @ext_jepodola ,

Have you tried using the advanced compare condition? Use the following:

  • First value: {{reporter.emailAddress}}
  • Condition: equals
  • second value: reporter's email address

Give it a try and let me know!




Hi @Alex Koxaras ,

It worked! Thank you so much :)

May I also ask, am I able to write more than one email address on 'second value' field? I tried using a semicolon and it didn't work. Otherwise I should maybe add an If/else block first, but should do the advanced compare condition for each email I guess.

Thanks again!


Like Alex Koxaras likes this


First of all, no you can't enter more that one value. Reporter field takes only one value (one user that is). If you want to assign an issue to different agents based on the reporter, then use the if/then else statement as many times as you like (up to 65 in total modules).

And if that's not too much to ask, can you accept my response as an answer?

Thank you!

Like ext_jepodola likes this

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