Automatically edit ticket titles through a mail handler


Our company mail servers automatically add [EXTERNAL] to the beginning of the subject line when an email is coming from outside the network, hence all ticket titles contain this tag which we’d like to remove from ticket titles.
Is there a way to remove the tag with a mail handler?

thank you

You can basically do whatever you want in an email handler, sure. You’d have to write a custom class though.

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Is this the correct tutorial for writing the custom class you are referring to?

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Yessir, it is. It may be a bit dated (the tutorial I mean), so if you have any struggles you should raise a new question on this site.