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create ticket by mail to WHD, assign tech by tag in subject

FormerMember

I know about the possibility to reassign a ticket by mail subject.

Is it also possible with new tickets?

Best case: be able to use the initials of the tech's name, e.g. "assign:jd" for John Doe.

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blankenshipr

This is currently not natively possible, but there may be a feature request for it. If not, you may create a feature request for it.

However, you can mimic this behavior by using action rules. Set up an action rule for each tech as follows:

Evaluate criteria on all ticket updates.
Apply action only on ticket creation.
Criteria: Subject contains assign:jd
Action: Assign to Tech John Doe

Unfortunately, there is not a way that I can find to remove the "assign:jd" from the subject except manually.

FormerMember

This is correct and is how we utilize Action Rules for several variations of emails we receive. If you have a web form or something where you can manipulate the subject, body, etc., that makes it even easier to set these up.