Automation rule possibilitiy

[Nikola Perisic]

Hello,

Can the automation rule be created for this scenario: Customer 1 raises a ticket, but gets sick so their work gets shifted to their colleague 2. That colleague 2 answers to an email with the ticket key  in the mail’s subject. Now, we would like that in a case like this, colleague 2 automatically gets added as a request participant to the ticket. Is this possible?

[Tim Kopperud]

Hi @Nikola Perisic, you might use something likt this

You might need to tweak it by adding a filter that checks if e.g. Colleague 2 is from the same domain as the customer #1, or some other matches that suit your criteria.

TimK