Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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

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 



1 answer

0 votes
Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 23, 2023

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.

Suggest an answer

Log in or Sign up to answer
Site Admin
AUG Leaders

Atlassian Community Events