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We have an ongoing problem with many of our staff sending exceedingly unhelpful emails to the helpdesk.

Vague, short subject lines and an otherwise empty email body asides from their signatures. 

FS support already said there was no mechanism built into parse/filter out the signatures… But is there something that can be done maybe with expressions?

My intent would be for all new email tickets that we implement a flow that checks the body of the email/ticket and then automates a response back to the requester if their parsed email ticket falls below a certain character threshold.

Essentially to be like hey more detail needed!

That would work with a condition to check for a specific amount of characters. Do you need help building this?

But I’d rather prefer to deny them sending emails as tickets, they should use your incident form and service requests on the support website. There could be a workflow deleting all tickets that come in via email from your domain. And whenever this happens, send an additional email to the requestor saying they should use the portal instead of sending emails. We use this in a very similar way.  

We have not gone live with the portal just yet.

I understand the character count but I would not want to include the signature in that count though. That’s where I am getting stuck.

Is there a unique word/phrase that we can check for at the start of your signature to extract the character that the signature starts from? As the name of the agent is different for each agent you cannot extract a hardcoded amount of characters from the entire body.

Hmmm.

The signature is encapsulated inside an invisible table if that is useful?

Otherwise the first line starts with “Kind Regards,”. I guess a regex pulling everything prior to that string?

I don’t think we can use the invisible table as I recommend using the placeholder for description with two liquid filters. {{placeholder | sanitize_html | escape}}

Sanitize removes all html elements like table, bold, p-elements. result is just plain text.

Escape could be needed in case that the description field contains double or single quotes. This could cause issues - not entirely sure. 

I’d recommend the following:

  1. check for top level domain of your company: contains @example.com
  2. check for the description (contains “Kind regards”) and take evererything before that as a variable. If the length of that variable is less tham 10 characters - send an email to the customer asking for additional details.
  3. if you cannot find “Kind regards” in the description you might need some sort of a fallback logic.

 

Hmmm.

The signature is encapsulated inside an invisible table if that is useful?

Otherwise the first line starts with “Kind Regards,”. I guess a regex pulling everything prior to that string?

With substring in a expression would do it if all signatures starts with Kind. You could try normal condition and say Description starts with “Kind regards” 

 

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