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Filters

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 autoreplies and filters, enter the Control Panel and select the target "Email support" channel. Click "Edit channel" and "Extended autoreply and filter settings" in the "Autoreply" tab.
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:

  • Name. Specify a unique name for internal use.
  • Sender. Specify an external email address. It will appear in the "From" field in your incoming messages. As an example, it could be your client's email address.

As an example, all emails sent to you from johndoe@gmail.com (including those ones sent from myjohndoe@gmail.com, test.johndoe@gmail.com) will be received by the appropriate channel as tickets.

If you enter the address "johndoe@gmail.com" (in quotes), then only emails sent to this address will become tickets, and those ones sent to myjohndoe@gmail.com, test.johndoe@gmail.com 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. !spam@yahoo.com, !spam@hotmail.com, etc. Emails sent from these addresses will be ignored by Deskun filters and will be received within the "Inbox" folder.

  • Recipient. Specify the email address that you want to receive incoming requests to. As an example, if you enter the address hello@mycompany.com, then all the emails sent to this address (including, for example, such aliases as myhello@mycompany.com, test.hello@mycompany.com) will appear in the corresponding channel as tickets. Warning: this filter will only work if you specify your current Gmail address, alias address or email address that is tied to your current Gmail.

If you enter the address "hello@mycompany.com" (in quotes), then only emails sent to this address will become tickets, and those ones sent to myhello@mycompany.com, test.hello@mycompany.com will be ignored.

  • Subject contains. Enter any word or phrase that should be in the subject line. As an example, if you enter the word "feedback" here, then all the emails received by the connected email while having this word in the subject line will show up in the appropriate channel as tickets.

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.

  • Create a ticket in. Select the channel that receives the messages satisfying the specified filters’ conditions.
  • Splitting mode. New messages are attached to existing tickets as they are found in Gmail conversation threads. Sometimes Gmail groups multiple unrelated messages into one thread. This option defines when to create a new ticket if a new message is found in the already existing thread. If you choose "trust Gmail", you may find some unrelated messages in tickets, e.g. customer replies to mass mailing, etc. If you choose "use our discretion", a new ticket will be created if the message is found in any conversation thread, but its headers doesn't correspond to other messages from this thread or it refers to a previously unknown email to us. If you choose "always create a ticket", then any message from a customer, regardless of the headers, will become a separate ticket. 
  • Send an autoreply. If this setting is enabled, the client will receive an automatic response with the specified text (given that a ticket is created in accordance with the specified filters). This setting allows you to send a message with the specified text to the user. You can also use special tags:
    • {client_name} – name of the client
    • {client_email} – email of the client
    • {ticket_id} – id of the ticket created
    • {subject} – subject of the ticket created
    • {support_email} – email address of the channel

You can create a new filter by clicking the appropriate button in your filters page.



Editing the filter

To edit the filter, click the pencil icon () next to it.



Removing the Filter

To delete the filter, click the Recycle Bin icon () next to it.