Filters

Account settings page

Postmaster filters allow you to match email headers (e.g. From, To, Subject, X-Spam-Flag etc.) and execute a set of actions whenever Zammad’s email parser encounters a matching email. The actions will be applied to the ticket that is created or updated by this email.

Zammad comes with system filters as well. While you can’t change them, it might be useful for you what they actually do. Learn more on System Filters.

Different attributes of a filter can be combined with each other. Likewise, the following operators can be combined. The supported matches are:

  • contains

  • contains not

  • is any of

  • is none of

  • starts with one of

  • ends with one of

  • matches regex

  • does not match regex

You can also have a look at the object conditions for text fields, where you can find a description of how the operators are working.

Note

The following attributes can only be defined by the filter when a ticket is created:

  • Group

  • State

  • Priority

  • Owner

Zammad will not overwrite the value of these objects when a ticket is updated.

Here are some examples of what is possible with filters:

Automatically dispatch tickets into certain groups:

For example, tickets from amazon.com could automatically be dispatched to the Purchasing group.

From: matches regex: (\.|@)amazon\.com
Group: Purchasing
Automatically dispatch tickets to responsible staff based on organization name:
Organization: starts with one of: A B C
Owner: Emily Adams
Automatically increase the priority of tickets from a VIP customer:
From: contains: ourvipcustomer@example.com
Priority: 3 high
Automatically tag and close spam tickets that have been marked as spam by anexternal spam filter (e.g. SpamAssassin):
X-Spam-Flag: contains: YES
Tag: add: spam
State: closed

Note

Note that the State attribute only has an effect when the matching email results in a new ticket. It will add the tag though if it is missing, even if the mail is an update to an existing ticket.

It should be borne in mind that the combined attributes build on each other. If a filter is no longer needed, it can either be temporarily set inactive or deleted directly.