Email Issues by nature come with no data aside from the email address of the sender and the text in the message. You can complete the steps below to effectively categorize and organize email Issues using Smart Views and Automations.

The first step is to create Smart Views that these Issues will be filtered into. To learn how, see How do I create Smart Views?

You’ll also need to set up an effective set of Custom Issue Fields or tags to categorize your Issues. To learn how, review the following:

Example #1: Organize Email Issues By App

To organize incoming email inquiries by app, you should offer separate support email channels for each of your apps. For example, if your company wants to support two apps, ShiftAzon and ShiftAway, you should provide two separate support channels, support@shiftazon.com and support@shiftaway.com as associated with the content for each app.

Review How do I create separate email support channels for the different apps I support? to complete this step.

Once you’ve set up separate email addresses per app, create a New Issue Automation. To learn how, see What are New Issue Automations, and how do I set them up?

While creating this New Issue Automation, proceed as follows:

1) For the condition, select ‘Forwarding Email > is > support@shiftazon.com

2) For ‘Add Action’:

a) If you’re using Custom Issue Fields, select ‘Update Custom Issue Fields’ > select the Custom Issue Field you’d like to update > ‘Set to’ > the value for that Custom Issue Field.

b) If you’re using tags, select ‘Update Default Issue Fields’ > Tags > Add > select the tag you’d like to add.

Since you’ve already configured your Smart View to filter for Issues with this Custom Issue Field or tag, once you save this Automation, you should see those email Issues effectively filtered into this Smart View.

Example #2: Organize Email Issues By Platform Or Language

To organize email inquiries by platform or language, create a New Issue Automation to sort Issues based on strings in the message text.

As a note, for organizing Issues by language, please be sure to add these languages to your Dashboard and at the SDK level prior to completing the steps below. To learn how, see How do I translate my FAQs? and How can I filter my Issues by language?

When creating this New Issue Automation, proceed as follows:

1) For the condition, select ‘Title or First Message’ > ‘contains any of’ > then add the relevant stringers to filter by. This could be the name of a platform (iOS), a browser (Chrome), characters in a particular language, keywords for urgent Issues which need to be escalated, and more.

You can click the text ‘How does this work?’ at the bottom to open a pop-up to help you structure your strings.

2) For ‘Add Action’:

a) If you’re using Custom Issue Fields, select ‘Update Custom Issue Fields’ > select the Custom Issue Field you’d like to update > ‘Set to’ > the value for that Custom Issue Field.

If you’re using tags, select ‘Update Default Issue Fields’ > Tags > Add > select the tag you’d like to add.

Since you’ve already configured your Smart View to filter for Issues with this Custom Issue Field or tag, once you save this Automation, you should see those email Issues effectively filtered into this Smart View.

To learn how to organize Web Issues, see How do I use Smart Views to filter web Issues by app, platform, or language? To learn what languages you can offer, see How many languages does Helpshift support?