I'm loving the software so far, but one issue for my organisation is that

Dispatch'r appears to be unable to assign a ticket against a customer account based on set criteria.

My example is that I have an automated task on a server that sends an email to freshdesk if a certain value in a database is too high.  I have included the customer's name within the subject for easy identification, but the only actions I appear able to do is to set the priority to High and type as Incident.

I've no doubt that it will just be being stupid, but if someome is able to point me in the right direction I would be extremely grateful.