Automatic assign ticket from contact email

gestione

i have add a rule for automatic assign ticket to a specific technical, from contact email received, but nt work.

i use condition:

"

From Contact Email

Contains

<domain of customer ex: telecom.it>

No corrispondent

"

but rule not work.

Why? thank'you very much

gestione

Any idea?

It' s e big problem when technical manage many customers….

Please help me

kim

Just for clarity, once you get an email from anyone in that domain, your autoassign isn’t assigning it to a specific technician or specific client?

I know I’ve had technicians that I only wanted to work with certain clients or support issues, so I created under the roles of that technician companies/support issue.

gestione

That's right for customers, not for technicians.
I assigned the client some domains corresponding to his domains.
If Atera receives an email from these domains it automatically assigns the customer to the ticket.
For technicians:

• if the technician self-assignment rule is enabled, it works (assigns one of the available technicians)
• if self-assignment is not enabled but a specific rule exists, NO one is assigned

The rule is this:
"IF
From Contact Email
Contains <domain of customer ex: telecom.it>
Assign
Technical: 'xxxxxx'
Option: No correspondent
"
Any idea?
thank's

kim

thank you for the clarification, @gestione! I’ll try this rule in my environment later today and will report back.

nina

Do you have another ticket automation rule which might clash with this one? We tried on our end, if you disable the other automation rules and keep this one only… it worked.

gestione

hi

this is a default rules (automatic assign rules), at end of list of ruel.

I have already disable task, but the problem persist…

nina

Hi @gestione - I have gone ahead and opened a ticket for you with our Support Team, #420112.

gestione

thank you very much