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Allow Tags to be used as a Condition in Workflow Automations

Related products:Freshservice
  • Dec 5, 2018 11:02 PM UTC
  • 7 replies
  • 68 views

Tags are very useful for when you're needing to track specific keywords in a ticket or for internal tracking of uncommon issues that don't need a field created.


To help us know when a specific Workflow has been used on a ticket, we add a Tag to the ticket. In theory, this would allow us to have a condition in a Workflow to check if another Workflow had been triggered.


However, Conditions do not provide the Tag field as an option.


Being able to check if a ticket has a specific tag can be very useful and possibly powerful in Workflows. It would be great to see this added as an option.

7 replies

Great input, added to backlog


any update on this? it would be HUGE for us


Forum|alt.badge.img+1

Any update here? This is quite essential. 


  • Community Debut
  • Jun 22, 2020 9:00 AM UTC

Hi,


Any update on this ? This shloud be very useful...


  • Apprentice
  • Jun 30, 2020 1:29 PM UTC

Would love an update on this, this would still be an impactful feature for us.


  • Community Debut
  • Jul 20, 2020 3:17 PM UTC

Still needed. Conditions are worthless to me unless I can compare tag contents.


For example, was a ticket reply added by a requester or an agent?

Another example: check to see if a specific agent made a comment on a ticket.


jim.smith
Contributor
Forum|alt.badge.img+2
  • Contributor
  • Sep 3, 2020 3:10 PM UTC

This has been released today.