Question
Will using the condition Ticket: Description | Contains the following string/word in an automation pull ticket subject text?
Answer
No, while triggers can fire based on subject data, automations cannot. As a workaround, create a trigger to automatically tag tickets based on ticket subject data. You can then use the ticket tag added by the trigger to create an automation to fire on the ticket.
For more information, see the article: How do I create a trigger based on a ticket subject?
2 comments
Sam
What is the reasoning behind why automation cannot be applied to ticket subject, yet it CAN for ticket description? This makes little sense and is a major feature limitation without clear rationale!
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Sam
What is the reasoning behind why ticket automation cannot be applied to Ticket Subject? Automation can be applied to ticket description, so this makes little sense and is a major feature limitation!
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