Is it possible to use a trigger or an automation to identify when the transcript is appended to a ticket?
Yes, use the Chat Transcript in the Update via condition for triggers and automations. This condition allows you to identify when a ticket is updated by a chat or messaging transcript being appended.
Ensure the conditions below are true when using the Update via condition:
- The transcript visibility has to be public. To update transcript visibility see the article: Managing messaging transcript visibility.
- The chat or messaging session has to have ended. For more information, see the article: When do chats time out?
Once the ticket is updated and the transcription is appended to it, this condition will be true.