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Help Desk evaluation of emails

Author: Easy Admin Displayed: 2568
Created: 08 Jan 2019 Updated: 08 Jan 2019
Version: 1
Tags: help desk
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Help Desk evaluation of emails

This tutorial describes by what criteria and in what order incoming e-mails are sorted into Help Desk projects.

First, Help Desk checks the keyword in the e-mail subject.

Easy Project 2017 Help Desk evaluation of emails 01.png

Second, Help Desk checks the mail/domain in the following order:

  1. FROM - complete email
  2. TO - complete email
  3. FROM - look for domain name
  4. TO - look for domain name

Easy Project 2017 Help Desk evaluation of emails 02.png

Third, Help Desk checks whether the destination address is not a custom address.

Easy Project 2017 Help Desk evaluation of emails 03.png

Fourth, Help Desks checks the "Default for mailbox" setting.

Easy Project 2017 Help Desk evaluation of emails 04.png

Fifth, Help Desk tries to find the target project by keyword "Project:".

If each of these criteria fails to find the Help Desk project, the e-mail will not be processed and will end with the "Unable to determine target project" error message.

Help desk
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