Automations based on ticket subjects Follow

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4 comments

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    Mary Thomasson

    Can Ticket: Subject text be added to the options for Automations as well?  If this is already planned can you let me know when it will be implemented?

  • Avatar
    Jessie Schutz

    Hi Mary!

    I'm not sure I understand how what you're asking is different from the scenario in this article...do you mean that you want to be able to change the subject of a ticket using an automation?

  • Avatar
    Mary Thomasson

    Hi Jessie,

    I am asking if the functionality described in this article, which is currently not possible, can be implemented as a feature.  In other words, I would like the ability to create an automation that looks for tickets with a particular phrase in the ticket subject and runs when those tickets are found.

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    Jessie Schutz

    Hey Mary! Sorry for the misunderstanding.

    To the best of my knowledge this isn't something that we're planning to implement at the moment. In the meantime, one of our Community members posted a Tip with a workaround to do this kind of thing with existing functionality. Hopefully that helps!

    If you're interested, you can also head over to this thread in our Product Feedback forum to add your use case; our Product Managers see all of these posts and comments even though they're not always able to respond. This type of feedback helps them to understand how our customers are using Zendesk.

     

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