+1Hello guys. How are you?
Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?
Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?
I think of this for subject and keyword mapping automations.
It would be nice!
Best answer by Aishvarya
Greetings from the Freshworks community!
The ticket creation automation would work only during the creation of a ticket. Hence any conditions, say description, the keywords would only be considered for the initial email of a ticket. However, if you would like to perform actions based on the replies as well, you can make use of the ticket updates automation rule.
Sample rule screenshot:
You can modify the above rule as per your requirement. Feel free to add a note here in case of further queries.
+6
Greetings from the Freshworks community!
The ticket creation automation would work only during the creation of a ticket. Hence any conditions, say description, the keywords would only be considered for the initial email of a ticket. However, if you would like to perform actions based on the replies as well, you can make use of the ticket updates automation rule.
Sample rule screenshot:
You can modify the above rule as per your requirement. Feel free to add a note here in case of further queries.
+6You are most welcome :)
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