You can automatically assign tickets from a specific email with a specific subject to an agent or group of choice using automation rules. Below are the steps to enable that;


  1. Login to your Freshservice account as an administrator.

  2. Navigate to ‘Admin’ from the menu. Under the ‘Automation & Productivity’ section, click on ‘Workflow Automator.’

  3. Click on ‘New Workflow’ and choose Event based workflow option.

  4. Give your rule a title and click Create.

  5. Set the Event as Ticket is raised.

  6. Drag and drop a Condition block and set the condition as Ticket fields is Subject or Description has any of these words - provide the particular text that you are looking for.

  7. Drag and drop an Action block and choose the action you wish to perform.

  8. Click Activate to enable the automation rule to work on upcoming tickets.
    Setting up automation based on the Subject or Body of the email.