I want to send a specific reminder note to agents on ticket creation when certain phrases are in the body and subject of their ticket. How would I do that?
Send a note to agents on ticket creation
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You can set up your requirement using the Automations feature on Freshdesk. The automation would have to be similar to the one seen in the screenshot below. This can be set up under Admin>>Automations>>Tickets>>Ticket Creation>>New rule.
This would ensure that the agents get an email when the ticket contains any specific words. Please feel free to write to support@freshdesk.com if you have any issues with the functioning of this automation.
Cheers!
Ashwin Nethaji
Freshdesk Community Team
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