Email automation enables you to set up rules to determine which tickets Forethought should not respond to or should have a delayed response. To add email automation rules, do the following:
1. Go to Email Configuration.
2. Click + Add automation to create your rule.
3. Choose the variables you want to base your rule on, such as information from your help desk ticket or custom fields within your help desk.
4. After selecting a variable, select the filter operator to find a specific value. For example, you can create a rule to search for "Test Email" in the ticket subject line.
5. You can also create multiple parts to your rule, including "and" or "or" statements.
6. Once you've created your rule and defined the values, you can choose the outcome from the rule. You can select whether you want Forethought to "not respond" to the ticket or define a delay in our response.
7. If you choose to delay the response, you can select how many minutes you want to delay the response. Once done, click Save.
8. You will see your rule on the Active tab.
9. If you want to deactivate or activate a rule, click on the off/on toggle.
10. Once you've deactivated a rule, you can see it on the Inactive tab.