Configuring Mail Filter

Mail Filter prevents unwanted emails from being converted into requests when they reach the help desk. Using mail filter, you can block unnecessary or spam emails.

You can configure rules to identify and filter out spam emails. Emails that match the configured criteria will be blocked from reaching the help desk.

Role Required: SDAdmin

Configure Mail Filter

1. Go to Setup > Mail Settings > Mail Filter.

2. Enable Match the below rules.

3. Define a rule by selecting Criteria and Condition from the drop-down.

• Available criteria: Sender, To, Cc, Subject, and Description.
• Available conditions: is, is not, begins with, ends with, contains, and does not contain.
• Enter the phrase or entity in the given text field. Multiple entities should be comma separated.

4. Click + or - button to add or remove criteria. You can add multiple sub-criteria for a criteria. Drag a criteria over the other criteria to add it as a sub-criteria. Criteria containing sub-criteria are denoted with a drop-down icon.

5. Use AND and OR operators to define multiple conditions to match ALL/ANY of the specified conditions.

6. Click Save.

Use Case

If you want to block all emails that are not from Zylker.com and all out-of-office emails, you can configure the criteria as follows:

 

1. Enable Match the below rules

2. Under Condition, select Sender > Does not contain > Zylker.com

3. Click + and select the OR operator

4. Under Condition, select Subject > Contains > out-of-office, leaving early

5. Click Save

 

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