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Updating a ticket based on a email

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Afternoon all,

I am doing a piece of work where we would like a ticket to go on hold waiting a updated email. But then depending on the subject of the email it will do 1 of a few things?

So if the email is asking for more information for example it will put the ticket back to open and let the service desk know it needs more info.

If the email is advising that the ticket has been logged in the suppliers system it will leave the ticket as it is.

If the email is advising that the ticket is resolved it will close the ticket at our end.

How would i build a process that follows these paths depending on the email subject for example?

I know you can put rooting rule templates in but will this transfer to the ticket?


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