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Ticket rules and automation
↩ Helpdesk
Email rules let you act on inbound messages automatically — dropping noise, suppressing replies, or routing tickets — and the helpdesk includes several built-in guards. Rules are configured under Settings → Helpdesk → Email Rules.
Email rules
Each rule has:
- Applies to — all mailboxes, or one specific mailbox.
- A match — sender exact address, sender domain, subject contains, or body contains (case-insensitive text).
- An action — Drop (bin the message, no ticket), Suppress outbound (create the ticket but never email back), or Set priority / department / category.
- A priority that decides evaluation order — the first matching rule wins.
Rules run when an inbound message creates a ticket. A matched rule (other than Drop) is recorded in the ticket's History.
Built-in suppression guards
Alongside your rules, the helpdesk automatically avoids emailing addresses it shouldn't — no-reply senders, messages marked as auto-replies, self-loops, and anything on the organisation-wide or per-mailbox block-lists. Any of these results in a saved comment with no email sent.
AI Assist
When the optional AI module is enabled, a ticket gains an AI Assist tab. Select Analyse ticket to have JOATOS summarise the issue, draft a suggested reply you can insert, and surface relevant knowledge-base articles, playbooks, and workflows. Suggestions are AI-generated — review them before sending. AI runs on a provider you configure in Settings → AI.
Notes & tips
- Use a Drop rule for known spam or newsletters hitting the mailbox; use Suppress outbound for automated senders you still want a ticket for.
- Order matters — give more specific rules a higher priority so they match before broad ones.