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.