We currently advertise our HR shared inbox email address with external suppliers (e.g. recruiters) which allows them to create tickets on TOPdesk for action by our HR team. We need to create a separate email template that simply acknowledges receipt of the email without including a link to the ticket (which we do for internal emails). Is there a way to create an event that is triggered based on domain?
Question
Is there a way to create an event that responds to external emails with a different email template than is used for internal emails?
+1+1Hi Jim,
How is the flow of the incoming email? If it comes to a separate folder you can let Topdesk set a category of subcategory and from that you can set the automation action event
+1Unfortunately all of the emails come in to the same folder. Am I able to categorise emails as they are received?
+1Hi,
I think you could set a automatic action to look at the ticket after it has been created (and look at certain unique identifiers);
and from there make a api call to set the categories:
and then setup the email flow.
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