No, automations in Zendesk cannot be directly based on ticket subject text. While triggers can be set to fire based on subject data, automations do not have this capability. However, you can work around this limitation by creating a trigger that automatically tags tickets based on their subject. Once the ticket is tagged, you can then create an automation that fires based on the presence of this tag. This method allows you to indirectly use ticket subject data in automations.
For more information, see the article: How do I create a trigger based on a ticket subject?
To use ticket subject data in Zendesk automations, you need to employ a workaround involving triggers. Since automations cannot directly use ticket subject data, you can create a trigger that tags tickets based on their subject. Once the trigger…
A workaround for using ticket subjects in Zendesk automations involves using triggers to tag tickets. Since automations cannot directly access ticket subject data, you can create a trigger that tags tickets based on their subject. After the ticket…