just a few beginners questions before beginning…
Is it possible to assign incoming tickets based on rules?
Let’s say for the following example:
if body contains “Lady Gaga” or “Madonna” assign group “pop”
if body contains “Johannes Sebastian Bach” assign group “classic”
in any other case keep it unassigned
Or assign a customer number?
if sender is found in address book/LDAP/whatever assign customer number refering to address book
Or to topics…
if customer number is categorized as VIP and body contains “urgent” do a defined “priority” action?
Are such or similar things possible with Zammad?
Each answer is very appreciated.