Keyword search and bulk updated

Hi ​@Chuck.B 

Assuming you mean Service for ITSM not Desk.

Create a workflow triggered by the event you want

condition Description contains any of these words [your keyword]

Web Request PUT Request 

URL https://[yourinstance].freshservice.com/api/v2/tickets/{{ticket.id_numeric}}

{
ticket: {
"description": "Your new value"
}
}