This feature is available in CRMdesk Professional Edition only.
Usage
When email integration is used, Mail Rules define how the system creates questions based on the messages received via the interface with your support email account. If there is no customer record for the sender but a Mail Rules has been found, the system creates a new customer account and then a new question. After a mail rule is applied, the system processes the new question using Assign Rules.
To define the product and the area as well customer and question custom fields’ values, the system searches for character strings that you have defined in:
- Sender’s email address/name;
- Recipient’s email address/name;
- Message subject;
- Message body.
For every Mail Rule, you should fill at least the ‘Product’ field.
Path
Setup tab – Workflow – Workflow Rules - Mail Rules section
Procedure
To change a Rule, click on the Rule description in the list. To create a Mail Rule, press the Add Rule button below the Mail Rules list. You can also change the order in which the Rules are applied during question processing by pressing Move Up or Move Down buttons next to the Rules’ description in the list. The Rule at the top of the list is applied first, and the Rule at the bottom is applied last.
Example
You require that every message that is received by your support e-mailbox and contains the word SuperWebSiteEditor in the subject line or the body text should be converted into a question which refers to the SuperWebSiteEditor product. In addition, it is required that all new customer accounts created with a Mail Rule should be verified by user Peter Pane.
First, make sure you have created the SuperWebSiteEditor product.
Next, you create a customer custom field for Support Desk only and title it, say, ‘MailCreated’. You ask your staff not to fill this field when creating customer accounts manually. You decide that all new customer records created using a Mail Rule should have the word Yes in this field. The system will automatically populate custom field value on the fly according to the rule, and then will use that field value as criteria for another rule.
Then, you create three Rules:
- Mail Rule 1: if subject contains SuperWebSiteEditor then move to product SuperWebSiteEditor, MailCreated: Yes.
- Mail Rule 2: if body contains SuperWebSiteEditor then move to product SuperWebSiteEditor, MailCreated: Yes.
- Assign Rule 1: if product is SuperWebSiteEditor and MailCreated Yes then assign to Peter Pane.
Next: Integration