Autoreply when keywords like 'return' 'exchange' 'cancel' are included to assure the customer someone will look into it, but in the meantime go to this URL?
Autoreply depending on keywords
Hi Rodrigo,
I would suggest to build a trigger which fires if a ticket is created with keywords in the contextual part or even in the subject.
The result should be a comment to the requester informing about routing and that someone is assisting within short.
In case you are considering Advanced AI there will be the position to automate on the basis of an intent as well.
Regards, Stephan
Hey @rod12 -
As @stephan12 mentioned, leveraging a Trigger is one possibility wherein you'd look for specific keywords.
ALL: Ticket Is Created; Status New
ANY: Comment Text Contains One Of The Following Words
Action: Email User Specific Information
Note that you'll also want to modify your existing default Notify Requester of Received Request Trigger to say Comment Text Does Not Contain One Of The Following Words to prevent double notifications.
As far as the reference URL, there is also something neat you can do with the Help Center. Details here: https://support.zendesk.com/hc/en-us/articles/4408825385242-Configuring-email-autoreplies-to-deflect-requests
Hope this helps!
Brandon
Hey @brandon12,
Correct, I always forget the hint to use tags (plus exlusion clause of the tag) in order to avoid loops. Damn, for me it is totally clear, but therefore I always forget to point out how neccessary the usage is. :-)
Also thanks for the article mentioned.
Cheers!
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