Autoreply depending on keywords

Hi Rodrigo,

I would suggest to build a trigger which fires if a ticket is created with keywords in the contextual part or even in the subject.

The result should be a comment to the requester informing about routing and that someone is assisting within short.

In case you are considering Advanced AI there will be the position to automate on the basis of an intent as well.

Regards, Stephan

Hey Rodrigo M. -

As Stephan Marzi mentioned, leveraging a Trigger is one possibility wherein you'd look for specific keywords.

ALL: Ticket Is Created; Status New

ANY: Comment Text Contains One Of The Following Words

Action: Email User Specific Information

Note that you'll also want to modify your existing default Notify Requester of Received Request Trigger to say Comment Text Does Not Contain One Of The Following Words to prevent double notifications.

As far as the reference URL, there is also something neat you can do with the Help Center.  Details here: https://support.zendesk.com/hc/en-us/articles/4408825385242-Configuring-email-autoreplies-to-deflect-requests 

Hope this helps!

Brandon

Hey Brandon Tidd,

Correct, I always forget the hint to use tags (plus exlusion clause of the tag) in order to avoid loops. Damn, for me it is totally clear, but therefore I always forget to point out how neccessary the usage is. :-)

Also thanks for the article mentioned.

Cheers!

It takes a village Stephan Marzi - or in this case.. a community :)