Help to Create Trigger for Ticket Coming in from Gleap.io
AnsweredI need help with the logic to create a trigger for an autoreply for tickets that are coming from Gleap.io. We have a Gleap-Zendesk integration for feedback/messaging via our mobile app. We also have tickets coming in from our website but those are not part of the Gleap integration. We use 2 support URLs for 2 different groups so need to make sure that the autoreply for our general Support Group does not impact the other group. Is there a way to create a trigger based on a keyword in the body of the ticket?
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Hi Ermelinda Kraft,
You can create the trigger based on a keyword in the body. It should look like this:
But also you should fine tune the conditions to match the tickets created by the integration. Just in case the keyword is not 100% exclusive to tickets created by integration. For example, does the integration push the tickets via the api? perhaps you should then add another condition:
Hope that helps. -
Thank you, Ahmed Zaid! I will test out your solutions.
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