Is there a way to create an event that responds to external emails with a different email template than is used for internal emails?

Hi 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 

Unfortunately all of the emails come in to the same folder. Am I able to categorise emails as they are received?

Hi,

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.

Hi Jim,

You could make this distinction in your events based on 'branch of the caller', and setting up an extra branch called 'External'

Configuring the mail import

In your mailimport settings, under step 4: card settings, set the branch 'External' as the branch to be used for unknown callers. This way, emails from people registered in your TOPdesk will be linked to their person, but emails from other Senders will be created under the branch 'External'.

Configuring the events

In all events that are linked to email actions with your internal template, include a condition 'branch (caller) does not equal 'External'

Now create seperate email actions and events for the emails that you want triggered for the 'External' branch. In all of these events, include the condition 'branch (caller) equals 'External'

As a side note:

consider any branch filters that may apply.

emails send by automated actions or action sequences are not covered with this setup.