We listened to feedback from our customers and have greatly enhanced mail rules with new features as well as new abilities based upon other new functionality like usergroups and companies.

Criteria

With the new addition of Usergroups and Companies in DeskPRO, it was logical to go the extra step and implement these as criteria options in mail rules.

Using these two new criterias, you can create mail rules that are aimed at specific users. For example, automatically assinging tickets from an important company to your most experienced technician.

Actions

We've added two new possible actions to mail rules. The first is quite simple: the ability to assign a language to a ticket. This is most useful if the mail rule is attached to a specific email address. For example you might want all "support@company.ru" to be set as Russian.

The second action is the ability to force how unregistered users are handled. You can now override the default settings:

• How the email should be handled. It can be rejected outright, which forces the user to register fully before even submitting a ticket. You can choose to accept the ticket but make the user complete the registration process. Finally, you can choose to simply auto-create the user and accept the ticket.
• User and Tech Validation can be forced on or off, regardless of the default setting. For example, you might want to take your chances with spam at sales@company.com but for support@company.com you want to make sure users aren't bots.

Notifications

You can now choose the templates to be sent for each notification type: autoresponders for new tickets and new replies, new replies by techs, new replies by users and permission denied errors.

In addition to being able to choose templates, you can also enter content directly into a textarea. This saves you from having to create your own templates for each custom notification you want sent.

Using this new feature is perfect for changing the message sent based on different criteria. For example, you might want emails sent to support@company.com by users with a "Priority Support" usergroup to have autoresponders telling them they can call you instead.

Permissions

Mail rules still take category permissions into account. If your mail rule sets a category the user does not have permission to, they will get an email telling them they don't have permission.

Screenshots