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.
Postmaster filters allow you to match email headers
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:
is any of
is none of
starts with one of
ends with one of
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.
The following attributes can only be defined by the filter when a ticket is created:
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.comcould automatically be dispatched to the Purchasing group.From: matches regex:
- Automatically dispatch tickets to responsible staff based on organization name:
- Organization: starts with one of:
COwner: Emily Adams
- Automatically increase the priority of tickets from a VIP customer:
- From: contains:
firstname.lastname@example.orgPriority: 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:
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.
If a filter is no longer needed, it can either be temporarily set inactive or deleted directly.