Advanced trigger features (regexp)
Support often receives messages from clients not only directly but also from colleagues, partners, and the no-reply address. In such cases, it is essential to find the client's address in the letter and respond directly to it, not to no-reply. If there are many such transfers, the search and copying of e-mail take extra time.
In the rules there is a parameter «text contains regexp», which simplifies such situations. You can set up a rule: an email, a phone number or a name are searched for in the subject or in the message itself. Then the system creates a new client profile and binds it to the request or, if the client with such data already exists in Usedesk, binds it to the request along with the history of appeals. And you can reply as usually.
A trigger will not update data in a current client card in a ticket- it will replace a client with another one anyway. If a trigger finds a client with the same data (e-mail, phone number or name) based on data received from a text, it will join a ticket to that client. If a trigger finds nothing, it will create a new client with just that data (for example, or just a phone number).
How to create this trigger
Let's take our example — we need firstname.lastname@example.org instead of no-reply.
1. Choose the conditions for letters where the e-mail should change. Do not forget to choose the conditions by status = new, so that the e-mail changes as soon as the letter arrived in Usedesk.
The trigger is ready!