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Setting up email rules

We're actively rewriting our user guide, so check back for improved coverage.

A bunch of mails come in every few minutes and you are left wondering how to filter, categorize, sort and even ignore those unwarranted spam or bounce back emails.
 Each mailbox has a unique set of ticket properties linked to incoming emails but when that becomes limiting to categorizing your mails, parser rules kick in. This guide helps you to get started and sort your mails like a champ.

 Admin CP  > Email Parser > Rules


Mail parser rule essentials

  • Mail parser rules work on eligible emails. This means that any email which doesn’t follow RFC guidelines, is in Bans list or cannot be parsed due to message size restrictions or any other technicality will not be matched against these rules.

     Helpdesk message size limit (in kilobytes) is specified from ‘Email size limit’ setting under in the admin control panel. Click Email Parser and then Settings, in the sidebar.

        Maximum allowed limit for On Demand helpdesk is 10240 i.e. 10 mb.

Kayako Classic Download customers can configure PHP parameters (in conjunction with required limit and actual server hardware) to support large size attachments parsing from server side. If the server can’t  support it, the helpdesk will not be able to parse the mail.

  • Rule criteria and action set can be segregated neatly into two sets – Pre Parse and Post Parse.
  • Pre parse criteria set consider actual mail properties on basis of raw mail headers (such as Sender email address and Destination email address amongst others) whereas Post parse criteria (recognized by Post Parse postfix in criteria selector) cater to actual ticket properties set for the ticket which is created or to which the email is appended post parsing.
  •  Pre parse criteria can be used to set any action set (Pre parse or Post parse) whereas Post parse criteria will only work for Post Parse action set.
  •  You can make use of ‘Post Parse’ action set to assign emails matching certain criteria to particular staff members.

Parser rules are checked against an incoming eligible mail in ascending order of the value for ‘Execution Order’. Once a rule matches, parser checks if ‘Stop Processing Rules’ setting is disabled before proceeding to check the mail against other rules.


  • Refer to this handy AND/OR operator usage table in case you are specifying multiple criteria:
Criteria 1
Criteria 2
Criteria 3
Criteria 1 should be true.
All criteria must match
Criteria 1 must hold and either of Criteria 2 or Criteria 3 be true
Any one criteria must hold.
  • Looking to remove specific attachment types or big attachments while parsing emails? Enable ‘Use file attachment type whitelist’ setting from admin control panel under Tickets and Settings in the sidebar. Then you can make the required changes from Tickets and File Types.



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  1. Sukhpreet Anand

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