Postmaster filters¶

Postmaster filters identify incoming emails using conditions and affect ticket and article properties.

Overview¶

This page explains how to use Postmaster filters and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create and edit a filter. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Deactivate a filter. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Set conditions and actions. Open the existing record, change only the required fields, and check dependent assignments before saving.
Test a filter with sample data. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
View the processing log. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Understand rejection and automatic customer replies. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.