Pregunta
¿Cómo se crea un disparador en función del asunto del ticket?
Respuesta
La condición Texto del asunto escanea el texto del asunto del ticket. Utilice esta condición para crear disparadores basados en el texto del asunto de un ticket con los siguientes operadores:
- Contiene por lo menos una de las siguientes palabras (separadas por espacios)
- No contiene ninguna de las siguientes palabras (separadas por espacios)
- Contiene la siguiente cadena
- No contiene la siguiente cadena
Para obtener más información, consulte el artículo: Creación de disparadores para actualizaciones de tickets y notificaciones automáticas.
24 comentarios
John Oxley
Hi, I have a similar problem to Monica above, except my triggers won't fire if a ticket comes in via OAUTH API. Other triggers fire, but not one that interrogates the subject text. Anyone know why or how to fix it?
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Monica Ekka
Hi, i have been facing an issue where triggers based on comment/subject text conditions are not firing for tickets created via email. Specifically, the trigger should fire when words like "Policy" or "Insurance" are mentioned, but it doesn't trigger if the requester uses variations such as "Policy!" or "Policy?" or "Insurance."
Any suggestions on how to resolve it?
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Gabriel
Hi Jysk,
there might be a solution to first change the subject and then merge the ticket.
https://knots.io/merge-tickets-zendesk/
Basically, with the https://www.zendesk.com/marketplace/apps/support/810637/ticket-parser-by-knots/ you can choose to parse the whole text in the subject and then replace it. You can set up conditions that if the subject is the same from the same requester, then close the latest ticket and merge it. Let me know if that could be a potential solution.
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Dane
Due to the nature of your request, I have created a ticket to investigate further. Please wait for my update via email and let's continue from there.
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JHT Canada
I have been using a trigger that sets the tag based on the subject line and all of a sudden it has stopped working. Nothing has changed in my system.
I have a bunch of "ANY" conditions. We need to be able to automatically tag the ticket when it's created and agents can manually add the tag in case one of the keywords was missing but it falls under urgent.
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Dave Dyson
There is a product feedback thread on this subject (pun not intended), so I'd suggest upvoting it and adding information about your use case here: Change Ticket Subject by action
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Jysk IT en del af Sagro I/S
Hello. Is there no way in actions of a trigger to set the subject? What i want is to correct a subject on a ticket if it gets merged with another ticket. (turned to a closed state) before it closes it ofcourse.
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Dave Dyson
I realize that's extra work, and I'd recommend upvoting and adding your use case to this product feecback thread: views should include the condition "subject"
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Sharon Franco
My apologies, I was referring to the conditions in Views. There's no option to add conditions in Views by subject, description only.
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Dave Dyson
Ticket subject should be in that list (no matter what subscription plan you have). You may need to scroll down a ways – it should be between Ticket and Privacy. Once you select Ticket subject, a popup menu will appear that includes the various Contains options. Hope that helps!
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