Ticket filters allow you to direct and modify incoming requests to the Support Manager based on a variety of criteria. For example you can delete spam email or move billing questions to a billing department.
Accessing the Filters page
From the Ubersmith Dashboard, click Settings. The Ubersmith Settings page appears.
From the Support Settings – General section, click Filters. The Filters page appears.
Complete the Details Tab
Click Add New Filter. The Add Filter page appears.
In the Filter Name field, enter the name of the filter.
In the Filter Priority field, enter the priority number to define what order the filter will be used. Filters with a lower priority, such as 1, will run first.
In the Enabled field, select Yes to enable the filter.
Complete the Rules Tab
You can add as many rules to the filter as needed, which is the criteria to identify when something needs to be done.
Click the Rules tab.
In the For messages that match field, select All if you want filtering to happen when all the defined rules have been met or select Any of the following if you want filtering to happen when one or more of the rules have been met.
In the first field, select the part of the email you want to look at, either Sender, Subject, Body, To, or CC. Click edit to select a specific part.
In the middle field select the matching criteria, either Contains, Does Not Contain, Is, Is Not or Rejex (regular expression).
In the last field, enter the specific criteria to look for to complete the total filter identification.
Click add match.
Complete the Actions Tab
Once an email is identified, the Actions tab determines the actions to take.