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Trigger based on words
2023년 12월 28일에 게시됨
I'm trying to setup a new, custom trigger to automatically respond to new tickets with certain keywords in them. The hope is that we can automate some responses and reduce the number of frequently asked questions that agents have to manually respond to.
However, my Trigger conditions aren't working the way that I'd expect. They're instead firing for ALL tickets instead of just those with the keywords.
Meet ALL of the following conditions
Ticket > Ticket is Created
Ticket > Comment Text Contains at least one of the following words delete, disconnect, remove, unsubscribe, uninstall
Ticket > Status is not Solved
Actions
Notify by > User Email >>> Ticket > (requester and CCs)
<Email subject>
<Email body>
Ticket > Status >>> Solved
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DY
Thanks, Sam. That did the trick.
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Sam
Hi Derek!
In your “contains the following” condition, you note the words are separated by commas. If this is true, remove the commas so words are only separated by spaces. Seeing that helps clear things up!
https://support.zendesk.com/hc/en-us/articles/4408823778458-How-does-the-Comment-text-condition-work-in-business-rules-
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