Our summary
Customers can ask for the same thing in different words. Freek Van der Herten shows how his helpdesk app, There There, lets a team describe which emails should start a rule, such as refund requests. A separate action asks Jev, an outside AI service, who should handle the ticket.
The matching rule becomes a yes-or-no question alongside the other mail checks. Jev reads the subject, sender and message text, not earlier messages. Its match score is saved for later use. Assignment instead chooses from named people or teams with descriptions of their work, plus an option for nobody fitting.
People with disabled accounts or without access to that support inbox are removed before selection. Spam and automatic replies skip assignment. An unclear choice leaves the assignment unchanged. Team and person choices remain separate: choosing a team does not limit the people available to the other action.
Key takeaways
- Describe the meaning you want to match and test an example before enabling the rule. It reads a saved score rather than asking Jev again.
- Offer only allowed teams or people, describe their responsibilities, and include a no-match option instead of forcing every ticket onto someone.
- Treat team and person assignment as separate decisions. Choosing a team does not limit the people available to the other action, and an unclear choice leaves the assignment unchanged.