Serivce Desk - Process tickets based on keywords/phrases in email body and/or subject

[Carl Windus]

I'm running a trial of JIRA Service Desk currently to evaluate whether it is suitable for my teams needs or not. One of the things that I need to do is process incoming tickets and assign to a queue and/or agent based on the keywoards/phrases in the incoming email subject and/or body. I'd also like to have auto responders sent out with responses to certain enquiries.

How do I go about this? I've looked at the Automations within Service Desk, but these don't seem to be quite what I'm looking for, or it's just not entirely obvious if it is what I'm looking for.

Appreciate any help/pointers that can be provided. 

[Barbara Pilbin]

I am researching this same topic. Was any additional information found? 

[Carl Windus]

We're using the self hosted (Server) version.

[Chris Dunne]

Are you using JIRA Service Desk Server or Cloud? You solution options are greater with Server.

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