We ideally want to send an auto-reply to all customers who enter a request through web or via email. However, much of the email we receive is spam. We don't want to send an auto-response for those Requests, until, say, the Request is Assigned. How do you suggest we implement this?
The automatic Notification Rule is not ideal, because it triggers on all emails received. We thought we could add a Workflow Rule when "Assigned To changes from None to Something", but a rule criteria only considers the "new value" and not the "old value". We then added a Macro to send an email to the customer manually after manual assignment of the request, but of course that is no longer automatic.
Any suggestions on generating auto-responses for Requests, but only after having weeded out Spam and other non-desired email?