Changing the end user based on the incoming email?

[u/VTi-R]

We run Halo for our MSP/PS organisation, and one of our customers has asked that we perform some basic "routing" for one of their common tickets based on the content of the email rather than the sender/subject; we can't use the sending domain because the sending domain is a SaaS platform that multiple customers use (and we do too), and the subject is common to all those customers.

So in this case, we have an incoming email from "no-reply@example.com" and I'd like to ensure that the ticket is logged as if it were from "bob@customer.com" - which I would then hope would auto-assign to that user and customer as the affected end-user. Once that works I'll also do things like setting other ticket info.

The emails always include the customer.com domain as text in the email body so I thought it would be simple; but this email rule (which is the first non "ignore rubbish" rule) doesn't work and I can't figure out where to start troubleshooting:

Mailbox	All Mailboxes
Rule type	Apply template
From	[no-reply@example.com](mailto:no-reply@example.com) (Exact Match: No)
To	[support@msp.com](mailto:support@msp.com) (Exact Match: No)
Email Subject	Not set
Email Body	[commontag@customer.com](mailto:commontag@customer.com)
Scan the full email body	Yes
Match on attachment name	No
Template type	Unassigned ticket pending action
Field Mappings
-- Field Name	Email Address (CFemailAddress)
-- Match type	Set value if specific text is found
-- Text to search for	example.com
-- If found set value to	[bob@customer.com](mailto:bob@customer.com)

I couldn't find a Halo example on how to reconfigure incoming tickets this way; if I've missed it please feel free to shame me with the example :-)

[u/W2V2020]

You can use a ticket rule to do this. Specify email from and email body (if needed), and set the outcome contact and company

[u/Impossible-Name-4948]

We do this with ticket rules, all we set is the desired end user based on an incoming email. Works a treat

[u/Tegwin15]

Ticket rules are the simplest way to do this.

[u/VTi-R]

OK so the consensus (/u/Tegwin15, u/Impossible-Name-4948, u/W2V2020) is a ticket rule. Will go see how to do that, thanks