Filters in Microsoft 365 channels work in the same way as in email channels. This is why the section has been adopted verbatim from here.


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.


Please note that the ticket actions are separated in “Ticket creation” and “Ticket update”. Make sure to use the appropriate variant for your scenario.

Here are some examples of what is possible with filters:

Automatically dispatch tickets into certain groups:

For example, tickets from 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:
Priority: 3 high
Automatically tag and close spam tickets that have been marked as spam by an external spam filter (e.g. SpamAssassin):
X-Spam-Flag: contains: YES
Tag: add: spam
State: closed

If a filter is no longer needed, it can either be temporarily set inactive or deleted directly.