Email piping rules

Overview

Email piping rules allow you to automatically set Ticket field values when a Ticket is created through Email Piping.
You can create rules based on the email address, forwarding email address, or words found in the email subject or body. When a rule matches, SupportCandy automatically applies the configured values to the Ticket.
For example, you can automatically set the Category to Accounts when an email comes from [email protected] or contains the word Payment.

Where to Find

Go to Support → Settings → Email Piping → Pipe Rules.

How It Works

When a Ticket is created through Email Piping, the email normally provides the Ticket subject and description.
Email piping rules allow you to automatically populate additional Ticket Fields and Agentonly Fields when specific conditions are matched.
A rule can check:

Forwarding email address
From email address
Has Word in the email subject or body

If multiple rules match the same email, the rule appearing first in the list is applied.

Step-by-Step Guide

Go to Support → Settings → Email Piping → Pipe Rules.
Create a new Email Piping rule.
Select the part of the email to check under Condition.
Enter the value, wildcard, or regular expression to match.
Set the required values under Ticket Fields.
Set the required values under Agentonly Fields, if needed.
Save the rule.
If you have multiple rules, arrange them in the required order.

Options / Settings

Condition
Conditions determine when an Email Piping rule should be applied.
You can use three types of matching values:

Exact value – Matches the specified value exactly.
Wildcard – Uses * to match part of a value.
Regular expression – Matches values using a regular expression.

Regular expressions must use the following format: /your-regular-expression/i
Conditions can be applied to the following email information:

Forwarding email address
Checks the email address to which the email was internally forwarded before being piped into SupportCandy.
This is useful when multiple email addresses are forwarded to one Email Piping account.

From email address
Checks the sender’s email address.
For example, [email protected] can be used to identify emails from a specific sender.

Has Word
Checks for a specified word or expression in the email subject or email body.
For example, the word Payment can be used to identify payment-related emails.

Ticket Fields
Defines values for fields available under Ticket Fields.
When the rule conditions match an incoming email, the configured values are automatically applied to the Ticket.

Agentonly Fields
Defines values for fields available under Agentonly Fields.
When the rule conditions match an incoming email, the configured values are automatically applied to the Ticket.

Example

Suppose you want emails related to payments to be assigned to the Accounts category.
You can create a rule with:

From email address: payment@*
Or Has Word: Payment
Ticket Fields → Category: Accounts

When an incoming email matches the condition, the Ticket is automatically assigned to the Accounts category.

Rule Priority
If more than one Email Piping rule matches the same email, SupportCandy applies the rule that appears first in the list.
To change which rule is applied first:

Go to Support → Settings → Email Piping → Pipe Rules.
Locate the required rules.
Change their order in the rule list.
Save the changes.

Notes / Tips

Email piping rules apply to Tickets created through Email Piping.
Use Forwarding email address when you need different rules for multiple forwarded email addresses.
Use From email address to match the sender of an incoming email.
Use Has Word to match words in the email subject or body.
Use * as a wildcard when an exact match is not required.
Use /your-regular-expression/i when a regular expression is required.
If multiple rules match the same email, the rule listed first takes priority.
Review the rule order when multiple rules can match the same incoming email.