Hi everyone,
I am trying to set up email triggers in Freshdesk to automate responses based on certain ticket conditions. However, I'm unsure how to create custom triggers that would match specific keywords in the subject line. Could anyone guide me through the process or provide some examples of custom trigger setups?
Any help would be appreciated. Thanks!
Question
How can I set up custom email triggers in Freshdesk?
+8- Community Manager
+3Hi everyone,
I am trying to set up email triggers in Freshdesk to automate responses based on certain ticket conditions. However, I'm unsure how to create custom triggers that would match specific keywords in the subject line. Could anyone guide me through the process or provide some examples of custom trigger setups?
Any help would be appreciated. Thanks!
In Freshdesk, go to Admin → Automations → Ticket Creation and click New Rule. Set the condition to Subject → Contains and enter the keyword you want to match. Then define the action, such as sending an email, assigning to an agent, or adding a note. Save the trigger and test it to ensure it works. For example, if the subject contains “Billing Issue,” you can automatically assign it to the billing team and send an acknowledgment email. This way, Freshdesk can automatically respond or route tickets based on specific keywords in the subject line.
+8- Community Manager
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