(Added in 11.0)

You can configure rules to automatically route new mail to groups based on message properties.

For example, you may want to route messages addressed to support@* to the Support group, orders@* to Sales, and receipts@* to Billing.

These messages will be delivered to the Inbox bucket in those groups, unless specified otherwise, and group managers can configure additional sorting from there.

• Routing KATA
  • Conditions:
    • script
    • recipients
    • sender_email
    • spam_score
    • subject
    • body
    • header
  • Actions
    • bucket
    • comment
    • group
    • importance
    • owner
    • watchers

Routing KATA

Conditions include: script, recipients, sender_email, spam_score, subject, body, and header.

Actions include: bucket, comment, group, importance, owner, and watchers.

Conditions:

Multiple conditions in a single if: node are "all of these", and multiple if: nodes are "any of these".

rule/dev:
  if/to:
    recipients: dev@, development@, bugs@
  if/subj:
    subject: [Bugs] *
    body: * bug report *
  then:
    group: Development

In this scenario, tickets would be routed to the Development group if they were either sent to dev@. development@ or bugs@, or they had both a subject line containing [Bugs] and body containing bug report.

script

With the script condition, you can route based on any custom scripting you would like, such as boolean logic or negation. It also has full access to the sender dictionary.

rule/dev:
  if:
    recipient: dev@
    script: {{subject != 'dev conference invite'}}
  then:
    group: Development
rule/trouble:
  if/name:
    script@text: 
      {{
        sender_full_name == "Trouble Customer"
        or sender_num_spam >= 10
      }}
  then:
    group: Special Handling
    owner: KinaHalpue

recipients

recipients routes based on the address(es) the mail is sent to. You can use full addresses. prefixes or domains. You can include multiple addresses in a comma-separated list or in a line-separated list with the @list annotation.

  rule/billing:
    if:
      recipients: billing@, receipts@
    then:
      group: Billing
  rule/brand2:
    if:
      recipients@list: 
        help@brand2.example
        sales@brand2.example
    then:
      group: Brand 2

sender_email

sender_email routes based on the address(es) of the sender. You can use full addresses. prefixes or domains. You can include multiple addresses in a comma-separated list or in a line-separated list with the @list annotation.

  rule/vip:
    if:
      sender_email: *@vipcustomer.example
    then:
      group: VIP
      importance: 90
  

spam_score

spam_score routes based on the assigned spam score of an email. You can use <,> and = operators to specify a "greater than" or "less than" value.

  rule/spam:
    if:
      spam_score: >=80%
    then:
      group: Spam

subject

subject routes based on the text of the email subject line.

rule/bugs:
  if:
    subject: this is a bug
  then:
    group: Development

body

body routes based on content of the email message body.

rule/campaign:
  if:
    body: *I'm responding to your marketing campaign*
  then:
    group: Marketing

header

header routes based on content from the message header

rule/autoreplies:
  if:
    header: 
      Auto-Submitted: auto-generated
  then:
    group: Spam
    bucket: Autoreplies

Actions

Actions are what you want to occur if the conditions are met. You can have multiple actions for each routing rule.

bucket

bucket sets a bucket to route the ticket.

rule/bugs:
  if/email:
    recipients: bugs@
  if/subj:
    subject: bug report
  then:
    group: Development
    bucket: Bugs 

comment

comment adds a comment with the given text to the resulting ticket.

rule/vip:
  if:
    sender_email: *@vipcustomer.example
  then:
    group: VIP
    importance: 90
    comment: This is a high value customer. Please respond rapidly.

group

group defines the group a ticket will be moved to. If you do not also use bucket the ticket will be placed in the group's inbox.

rule/billing:
  if:
    recipients: billing@, receipts@
  then:
    group: Billing

importance

importance sets the "importance" field on the ticket. It can be a value between 0 and 100.

rule/vip:
  if:
    sender_email: *@vipcustomer.example
  then:
    group: VIP
    importance: 90
rule/spam:
  if:
    spam_score: >=80%
  then:
    group: Spam
    importance: 0

owner

owner assigns an owner to the ticket. This is done with the @mention name of the relevant worker.

rule/billing:
  if:
    recipients: billing@, receipts@
  then:
    group: Billing
    owner: karlkwota

watchers

watchers assigns watchers to a ticket with a comma-separated list of their @mention names. This cam be useful, for example, for assigning developers as watchers on tickets about bug reports or certain workers for tickets from a VIP customer.

rule/bugs:
  if/email:
    recipients: bugs@
  if/subj:
    subject: bug report
  then:
    group: Development
    bucket: Bugs
    watchers@csv: marakusako, milodade