Automations based on ticket subjects

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15 Comments

  • 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?

    1
  • 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?

    -1
  • 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.

    1
  • 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.

     

    0
  • Maxwell Marler

    I'm hoping to set up an automation where I would get emailed immediately (within 2 hours let's say) if a ticket comes in with certain keywords. This would be to flag certain ZD tickets as potential high urgency tickets right away without looking through all open tickets. Is this something the automation could do if you set conditions based on keywords in the description, and set the action as an email?

    0
  • Nicole - Community Manager

    Hey Maxwell - 

    You should be able to do that. You can set a trigger based on specific keywords, using the "Ticket: Comment text" condition. 

    1
  • Maxwell Marler

    Thanks! It's working decently but doesn't seem to run on the 1 hour clock I thought automations ran on.

    0
  • Nicole - Community Manager

    Hey Maxwell - 

    Automations run once an hour, but triggers run whenever the event occurs (basically close to instantaneously.) 

    Let us know if you have more questions about that. 

    0
  • stephanie.stutz

    Hey everyone,

     

    How come I don't have these options in my trigger menu ?

    I really need triggers based on subject.

    Am i missing something ?

    Thanks,

    0
  • Jessie Schutz

    Hi Stephanie!

    The option for subject text should be available; it'll appear further down the list on that menu though. By my count it's the 19th option down. Are you not able to scroll down in that menu?

    -1
  • stephanie.stutz

    Hi Jessie,

     

    This option does not appear as it is for higher plans only....and this information is missing !

    I finally sorted it out, but maybe it should be mention to avoid users ripping their hair off !

     

    Thanks for your help and have a nice day

    1
  • Nick M

    It has been the first thing that I wanted to automate. I'm so surprised that there is NOT such obvious and necessary thing!

    Please add Ticket: Subject asap.  

    0
  • Nicole - Community Manager

    Hey Nick - 

    I encourage you to share this feedback in the Product Feedback topic, which the Product Managers are subscribed to. Thanks for sharing your needs! 

    0
  • s s

    I have a scenario: 

    Have 1000s of bulk tickets with subject say

    -" ProductName: Issue1.....bla bla..."

    -"Product Name: Issue2.....bla bla..." and so on...

    Now the Product Name has changed and I need to update each of the ticket title replacing ProductName with NewProductName. Any way I can do that in bulk, instead of opening them individually? 

    -"NewProductName: Issue1...bla bla..."

    0
  • Jessie Schutz

    Hi There!

    You should be able to do a bulk update on these tickets using the Zendesk API. Just bear in mind that you won't be able to change the subject on tickets that are in Closed status.

    Are these tickets that came in before the product name changes took effect? Is there a reason that you need to change them, rather than just grandfathering them out?

    0

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