I am looking for a way to automate the adjustment of the Ticket Form based on keywords found in the body e-mail. The issue is that oftentimes when a user/customer follows up our conversation (usually on an old ticket), the ticket form on the incoming ticket will automatically set to "General Inquiries" which will, in turn, trigger certain information on Tags, Issue, and Priority.
The ticket form on the follow-up ticket is different than the one that appeared on the original/initial ticket. What I need here is to keep the ticket form the same as it was. Let's say, if it was "Account Issue" then it should also be "Account Issue" on the follow-up ticket and not "General Inquiries" because both forms trigger a different set of information, most importantly, different priorities.
Is there a way to keep the ticket form the same or to adjust the ticket form automatically according to the keyword found in the body e-mail so that we can attend to tickets based on issue categorization (ticket form) and priority?
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