We receive a lot of automated emails from the platform we're doing business on. That means we have many emails with the same subject structure ('New message', 'X is happening', ...).
I've created a handful of triggers to redirect incoming tickets to specific groups of agents when they are created based on subject text (contains the following string). I notice that for the same exact email subject, the tickets are sometimes assigned to the right group, and sometimes not. I'm having trouble figuring out what is happening. It also seems that several triggers are in conflict, as I see messages going to the wrong groups.
I don't know how text subject triggers work exactly. If I choose 'contains the following string', should I put my string in quotes, or is it unnecessary ?
When I see two conflicting triggers, there are indeed words that overlap between the two filters, but the strings they belong to are different. For example, I have a trigger to assign emails with the subject line 'New message' to group A, and a trigger to close all tickets with the subject line 'Your message was received'.
Both triggers include the word 'message', but the strings are different.
Can someone shine a light on how this works and what I'm doing wrong ?
댓글을 남기려면 로그인하세요.