Message Rules in eDesk tell the inbox to automatically perform actions such as tagging and routing messages based on the conditions you decide. In actual words, you can think about them as ‘when-then’ instructions that you're giving eDesk:

WHEN [condition] AND/OR [condition] THEN [perform this action]

To set up your rules, you simply need to go to Settings > Smart Tools > Message Rules and click on + Add Message Rule to get started.

To find out more about creating message rules in eDesk, click here.

Please find below a few sample rules you can easily setup within your account to automate processes and save time:

✅ Automatically assign tickets to agents in round robin format

This rule will automatically assign incoming tickets to each of your support agents in turn.That way, the workload is divided amongst your team equally.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND Message type is (any of these) initial incoming message, incoming message (excluding initial message).

THEN Tag assignation mode = apply one following round robin.

AND Assign ticket owner by = Roles + Agents.

✅ Automatically tag tickets that are returns

This rule will automatically label tickets related to a return with a tag. That way, you can easily identify these tickets within your mailbox or even search for them specifically in eDesk.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND Ticket type is (any of these) Return Request, Return Query

THEN Assign to tags = Returns.

Note: you need to create a tag called ‘Returns’ in your eDesk account first in order to create this Message Rule.

✅ Automatically close tickets that have duplicate messages on another channel

This rule will automatically resolve tickets if you have the same message coming in on another channel. This frequently occurs with eBay - where we pull the messages in on your eBay channel, but they also come in on an email channel you have created

WHEN: Ticket channel is (any of these) add the relevant email channel(s) that the duplicate messages are coming in on. (Note: Do not choose your eBay channels here).
AND Customer email (contains) @members.ebay

THEN Change ticket status = Mark as Resolved.

✅ Automatically tag tickets from unhappy customers

This rule will automatically label tickets where the customer seems unhappy with a tag. That way, you can easily identify these tickets within your mailbox or even search for them specifically to make the situation right.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND: Sentiment is (any of these) Neutral, Negative

THEN Assign to tags = Unhappy customer.

Note: you need to create a tag called ‘Unhappy customer’ in your eDesk account first in order to create this Message Rule.

✅ Automatically tag tickets that have attachments

This rule will automatically label tickets with an attachment with a tag. That way, you can easily identify these tickets within your mailbox or even search for them specifically in eDesk.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND: Message Attachments (has any attachment).

THEN Assign to tags = Tickets with attachment.

Note: you need to create a tag called ‘Tickets with attachment’ in your eDesk account first in order to create this Message Rule.

✅ Automatically send replies based on keywords

This rule will automatically send a response to your buyer if their initial message contains one of the keywords you specified. That way, eDesk will automatically reply to common queries for you and you save time.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND: Message Body contains (any of these) add the relevant keywords separated by commas.

THEN Bind an Autoresponder = add the relevant template.

Note: you need to create a Rule Only template in your eDesk account first in order to create this Message Rule. This template will need to contain the message you want to automatically send to your buyers.

✅ Automatically tag tickets coming from certain email addresses as 'SPAM'

This rule will automatically mark tickets coming from specified email addresses as SPAM. That way, they won’t clutter your mailbox and you can delete them from the SPAM section if necessary.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND: Customer email (equals to) add the relevant email address(es).

THEN Change ticket status = Mark as SPAM.

✅ Automatically assign tickets to agents based on language

This rule will automatically assign certain tickets in different language(s) to specific agents. That way, your native speakers will get direct access to these tickets without manual work involved.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND: Message language (any of these) add the relevant language.

THEN Assign ticket owner by (Users) = add the relevant agent(s).

✅ Automatically assign tickets to agents based on ticket type

This rule will automatically assign certain ticket types to specific agents. That way, the relevant team members will get direct access to the tickets they need without manual work involved.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND: Ticket type (any of these) add the relevant ticket type.

THEN Assign ticket owner by (Users) = add the relevant agent(s).

✅ Automatically assign tickets from 1 customer to an agent

This rule will automatically assign tickets from a certain customer to specific agents. That way, your agent will get access to these tickets without manual work involved.

WHEN: Ticket channel is (any of these) add the relevant channel(s).
AND: Customer email (equals to) add the relevant email address(es).

THEN Assign ticket owner by (Users) = add the relevant agent(s).

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10 Message Rules you need to create in eDesk!