I want to know how can I create a rule to change the ticket status based on conditions to "Resolved" or "Pending Customer" as well as change the change the routing to "Not active" or "In skill queue".
I understand how to set conditions if an incoming email contains ABC, then take the action. However, I was not able to see how the ticket actions could change the status or routing.
Any help will be greatly appreciated.
Kind regards,
Saurabh