Mail rules

Mail rules run during inbound fetch before a ticket is created or updated.

Match side

• Field: Subject, From, or Body
• Match type: Contains, Equals, Starts with, or Regex
• Match value: text to find. Contains, Equals, and Starts with accept comma separated alternatives. Regex is a single pattern.

Action side

• Set department, priority, or ticket type
• Add tags: comma separated tag names
• Mark spam: route to spam handling

Ordering

Rules run in ordering sequence. Publish or unpublish to enable or disable without deleting.