Question

I use autosort on my Mailbox's Inbox project, but I often end up moving a case out of the project. If I first move the case from Undecided to Not Spam, then move it to another project, will Autosort be trained?

Answer 1

Autosort requires the case to be in the Mailbox's project at the time it processes it to train Autosort. Technically, if heartbeat runs after you move it within the project but before you move it out of the project, it will work, but I wouldn't count on that happening every time.

Generally speaking, we find it is best to separate Inquiries in the Inbox from Bugs and Features in your other projects. There are several benefits:

• Autosort works
• Customer service people can own the customer cases and ensure good service, while developers own their Bug/Feature cases
• Cases move around less, making sure things don't slip through the cracks