Routing Rules - Update Request Visibility Override

[Martyn Houghton]

Following on from our example in @samwoo post below, we would like the ability to override the system default for the visibility of emails applied to the Service Request timeline via the Email Routing Rules. We have the system setting default as customer, which is what we want for the majority of our emails, however for internal emails, as well as not updating the status of the request we also want to override the visibility in the rule that processed these messages to be 'Team'.

Cheers

Martyn

[Ann-MarieHolloway]

We had something similar to users requesting us to release mails that have been held by our mailgates.  If the user had an out of office alert on and was notifiied that a mail had been held, it would automatically log a call.  We then amended the routing rule to subject LIKE 'RE: Mail Held%'  instead and this did the trick.

[Martyn Houghton]

@James Ainsworth @Steven Boardman

Are they any plans to add the ability to override the default timeline visibility setting in the Routing Rule options, so that we can detect internal emails and set these as Team and not the default Customer?

Cheers

Martyn

[HHH]

+1 for allowing override of timeline visibility

[Steven Cotterell]

+1 for us too please, for allowing override of timeline visibility.

[Guest Paul Alexander]

+1 for being able to change the visibility when an email is received

[Martyn Houghton]

@James Ainsworth & @Steven Boardman

Any update on this, as it is quite an important functionality gap, in being able to use routing rules in a piratical way, especially when dealing with external customers or third party integrations.

Cheers

Martyn