You can automatically assign tickets from a specific email with a specific subject to an agent or group of choice using automation rules. Below are the steps to enable that;


  1. Login to your Freshdesk account as an administrator.

  2. Navigate to ‘Admin’ from the menu. Under ‘Workflows’, click on ‘Automations’.

  3. Choose the ‘Tickets’ tab and under ‘Ticket Creation’, click on the ‘New Rule’ button.

  4. Give your rule a name.

  5. Under ‘On tickets with these properties:’, define the ‘Requester email’ and ‘Subject’.

  6. Provide the condition 'Subject or Description Contains' and provide the particular text that you are looking for.

  7. Under ‘Perform these actions:’, select ‘Assign to group’ and select the group you want to assign the tickets to.

    Setting up automation based on the Subject or Body of the email.


Please reach out to support@freshdesk.com if you require further assistance.