Apply macro automatically if newly created ticket match predefined information


3 Comentários

  • Brett - Community Manager

    Hey John,

    There's no way to set up a trigger that automatically applies a macro to a ticket unfortunately. It looks like we did test this feature in the past but ran into issues with the triggers start over again (so while triggers are running, we restart all the triggers again... this leads to what engineers call a race condition)

    What sort of workflow are you attempting to set up that would require a macro to automatically be applied to a ticket via a trigger?

  • John

    We currently receive very similar emails which we are passing to another team via a macro. The volume is increasing and I wanted to have an automatic way to pass those away keeping in mind that the only pattern is based on the email content and subject 

  • Brett - Community Manager

    Hi John,

    Thanks for the clarification!

    You could instead set up the trigger to automatically assign the ticket to your group based on keywords without the use of a Macro. Check out the trigger screenshot below from my test account:


    You can configure the trigger to automatically assign based on keywords or a string.

    Let me know if you have additional questions for me regarding the above trigger :) 


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