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How to create a ticket How to assign a ticket to an employee How to change ticket owner How to change the status of a ticket How to set priority How to move a ticket to a different channel Ticket search Ticket filters How to unsubscribe from ticket notifications How to apply an action to multiple tickets How to merge several tickets How to split a ticket into several ones How to pin a ticket above the list How to set or remove a lock How to set a deadline How to set up Snooze for tickets How to create a checklist How to delete a ticket
Filters are an advanced Deskun function used for setting up email customer support. They are available in channels with the "Email support" type.
This functionality allows you to filter messages by certain criteria, and to automatically create tickets from emails on its basis. For "Email support" channels the filter is added automatically when creating a channel. You can further change the settings of this filter.
To apply advanced settings to
Select the desired filter from the list, and click the pencil icon () to start editing the filter. You can configure the following in the appearing window:
As an example, all emails sent to you from email@example.com (including those ones sent from firstname.lastname@example.org, email@example.com) will be received by the appropriate channel as tickets.
If you enter the address "firstname.lastname@example.org" (in quotes), then only emails sent to this address will become tickets, and those ones sent to email@example.com, firstname.lastname@example.org will be ignored.
In this field, you can set up an exception list of certain emails. Write comma-separated addresses and add a "!" in front of each one. E.g. !email@example.com, !firstname.lastname@example.org, etc. Emails sent from these addresses will be ignored by Deskun filters and will be received within the "Inbox" folder.
If you enter the address "email@example.com" (in quotes), then only emails sent to this address will become tickets, and those ones sent to firstname.lastname@example.org, email@example.com will be ignored.
If you enter the word in quotes (" "), the tickets will be created only from emails with the exact subject text in quotes. E.g. if you specify "Android" here, an email with a subject line "The best Android devices 2017" will not become a ticket.
You can create a new filter by clicking the appropriate button in your filters page.
To edit the filter, click the pencil icon () next to it.
To delete the filter, click the Recycle Bin icon () next to it.