Using Ticket Subject Data in Zendesk Automations
Discover how to indirectly use ticket subject data in Zendesk automations with triggers.
How can I use ticket subject data in Zendesk automations?
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 adds a tag to the ticket, you can set up an automation that fires when this tag is present. This approach allows you to leverage ticket subject data indirectly in your automations.
For more information, see the article: How do I create a trigger based on a ticket subject?
More related questions
Can automations in Zendesk be based on ticket subject text?
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…
What is a workaround for using ticket subjects in Zendesk automations?
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…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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