Automatically triage email requests
We've included a brand new automation blueprint, which can automatically assign the correct request type to an email request. To illustrate how it works, let's set up a new automation rule, which checks customer requests received by email for the keyword "account" and updates the Request Type to Request a new account. The new rule consists of the following WHEN, IF, and THEN statements:
WHEN: Issue is created
|IF: Check for specific keywords or field values|
|THEN: Update Request type on the issue|
This speeds up the triaging process saving precious time. Your agents can begin working on queued requests as soon as they appear in the queue.