Sorry about the mix-up Mitch. We ran into a glitch with the Webinar tool and the presenter/panelist were unable to see the questions. There were quite a few questions which include the following three questions from you, with answers inline to the queries..
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1. Can we auto-assign/send canned responses based on keywords in email-based tickets?
Yes, it is possible to auto-assign email-based tickets to technicians. This is done either using the Admin-->Users--> Technician auto-assign option or using Admin -->Organizational details --> Business Rules option.
While it not possible to automatically send canned responses, this can be worked around by auto-suggesting responses in the instant acknowledgement email:
1. Go to Admin --> Organizational details -->Notification Rules
2. Select 'Acknowledge requester by e-mail when a new request is received' and click on 'Customize template'.
3. Choose the 'Auto Suggest' variable from the list of variables against the acknowledgement message content.
The solutions that match the email subject line will automatically be linked in the automatic acknowledgement response sent.
2. For instance, can we have the user assign categories/severity?
Yes, again. The users, in their self-service portal login, can choose the appropriate template and set these properties.
3. You stated in the demonstration that most requests are submitted via email. How much time are my helpdesk staff going to be devoting to filling in all of the metadata that doesn't get captured by email submissions?
There a couple of methods using which you can achieve this. One option is to use the Business Rules based on the email subject and sender's details. For instance, email subjects containing 'Error <X>".. Another option is to apply predefined incident templates from within a email request. There is also an option of using custom triggers:
We'd appreciate an opportunity to explain one of all of this over a call too if that would work for you.
I apologize once again for the trouble you've had and would really like to see things moving forward. Let me know how I an help.
Best,
Vidya