Recent searches
No recent searches
Trigger or Automation on Missing Requester Phone Number
Answered
Posted Oct 01, 2024
I'm wanting to make a trigger or automation work with the condition that the requester phone number is blank. I have a “Call Needed” Open status but if there is no phone number in the user record, I'd like to close the ticket. This is after asking for more information from the customer with no response.
0
1
1 comment
Christine
I'm afraid we do not have a native Trigger condition that you can use to create an automation based on the user's phone number (regardless if it has a value or if it's blank). As an alternative, you can manually tag those tickets and create a Trigger based on a tag to automatically close it.
For example, for tickets without a user's phone number, you can add a tag: no_phone_number then the Action is to update the ticket status to close. However, you will still have to manually check if the user has a phone number or not since there's no available condition you can use to automate this process.
We have an existing feature request that you can upvote and you can also leave a comment on this thread: Ability to Use Phone Numbers as Conditions in Triggers/Automations. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
0