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Is it possible to have the observer rules trigger with details/content of a note that was added?

Related products:Freshdesk
  • May 22, 2018
  • 3 replies
  • 23 views

What I'd like to do is have the system trigger when a note is added to a ticket that contains something specific within the note, such as:


"Can you please pull a call for me?"


Would trigger the observer rule to add a tag to the ticket.  

Here's an example, except I would want the "description" to be the body of the note, not the main ticket description.


image



Currently it only seems to be able to pick up on the main description aka the body of the ticket.  Not the content of the note.  This would be SO helpful for our team to automate things instead of needing to manually add a tag or use a scenario automation. 


3 replies

aravind.sundararajan
Skilled Expert
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Hello Jill,


Using 'description' as a condition is bound to check the actual ticket description and not the recently added note content. Perhaps, you can try using 'Last interaction contains' and see if this helps in setting up the automation as expected.


Cheers!


  • Author
  • Contributor
  • May 22, 2018

That worked like a charm, thank you so much!


aravind.sundararajan
Skilled Expert
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Looking forward to more scenarios, Jill. Commending stuff!


Cheers!