Automation Conditions with Quotes

  • 4 February 2020
  • 1 reply

Is there any documentation on proper forming of conditions that are looking for text in the body of an email.  Quote marks seem to not work, but some topics we want to look for are parts of other words.

1 reply

Hi Leo,

When adding conditions which look for particular words or sentences in the automator, Freshservice does not require that the search text be added within quotes. In the event the search text is enclosed within quotes, Freshservice will consider the quotes to be part of the search string. Continuous characters can be looked up and the automator is not case sensitive in its search.

For example, if you are looking for a way to add tags to password reset requests, a workflow automation rule can be configured with conditions along the lines of ‘Subject or Description contains password’ or ‘Subject or Description contains password reset’.

Please drop us an email at if you have any further issues/queries on this, would be happy to help!

Team Freshservice