Inbound Email Ticket Routing – Classification & Assignment Logic

[mdshahvez11]

Hello Everyone,

I have a problem statement for which I’m looking for a solution or a practical workaround.

Currently, all inbound emails are received through a single address, and there is no predefined mechanism to decide whether an email should create an Incident or a Request, or determine the appropriate assignment group.

Since users can write any subject or body text, the challenge is to design a rules-based approach that can:

• Classify tickets using a predefined but manageable keyword list, sender profile, or structured email format.

• Handle unmatched cases by routing them to an Unclassified queue for manual triage.

The main concerns are:

• There could be a very large number of possible keywords, making it difficult to maintain an exhaustive list.

• Even if a list is created, determining the assignment group logic based on these keywords still remains a challenge.

Looking forward to your inputs on how we can balance accuracy with maintainability in this logic.

[Dr Atul G- LNG]

Hi @mdshahvez11 

whether an email should create an Incident or a Request, or determine the appropriate assignment group.

Atul:"This will always be an issue. Whether we make our system very strong or AI-based, human interpretation of a machine cannot be 100% accurate every time. In your case, emails are being flagged using PI—you can clarify, but you cannot classify it as an incident or a request directly. It’s better to add some workflow or create it in your inbound action; otherwise, it will continue this way. You and your team can implement universal requests and then assign them to agents, who can decide whether it is an incident or a request.