Question
How do I create a trigger based on a ticket subject?
Answer
The Subject text condition scans the ticket subject text. Use this condition to create triggers based on a ticket's subject text with the following operators:
- Contains at least one of the following words (separated by spaces)
- Contains none of the following words (separated by spaces)
- Contains the following string
- Does not contain the following string
For more information, see the article: Creating triggers for automatic ticket updates and notifications.
24 comments
Blanca
Hi there Aakash,
Are you wanting to have a tag automatically be added when you set the Subject field of a ticket to something specific? Or maybe you can share exactly what you would like to achieve on this trigger?
Cheers,
Blanca | Customer Advocate
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0
TSG Round Robin
Hello,
I do not seem to have the Subject option, even though we have an enterprise account.
Any feedback will be helpful.
Thanks
0
Jason Schaeffer
Hi Niki,
Are you saying that you do not have the option in your Trigger Conditions to select "Ticket Is Created"? On the Trigger you have created that is working, is that one of the current conditions? You could always try cloning that trigger and then just adjusting the specifics of the other conditions.
To clone a trigger
In the sidebar, click the Admin icon, then select Business Rules > Triggers.
On the Triggers page, locate the trigger you want to clone.
Hover your mouse over the trigger to display the options menu icon (Trigger options menu).
Click the options menu icon and select Clone.
Modify the title, conditions, and actions as needed.
Click Create trigger.
Hope that helps!
Jason Schaeffer | Customer Advocate |
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plick
Hi,
I have a followed every step you have described except I don't have the Ticket-Is-Created choice. It worked for one trigger: it tagged the messages and put them in the correct view. However when I created another trigger, in the exact same way it suddenly does not work. It seems to be some problem with the tagging for some reason. Do not know what to do.
0
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