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Create action rules triggered by keywords in the email subject

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You can set the Priority for your tickets based on a keyword in the 'Subject' field of a ticket email by using an Action Rule in Web Help Desk. This article describes how to create an action rule in Web Help Desk that sets the severity or urgency via email.


All Web Help Desk versions


  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Processes > Action Rules.
  3. Click New in the Action Rules tab.
  4. Configure the settings in the Action Rules, Criteria, and Actions tabs.
  5. Save the settings. 

The following example shows how to set up an action rule. 

  1. In the Action Rules tab, enter the following selections.


  2. Click the Criteria tab.
  3. Select Subject > Contains > Priority. 


  4. Click the Actions tab. 
  5. Click the first drop-down menu and select Modify Ticket. 


  6. Click Edit.
  7. Select the ticket modifications, and click Save.
    The rule action is saved.
    Tickets will automatically be validated against this rule. Whenever the action criteria is met, the defined action occurs.
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