Trigger recipe: Set priority based on keywords in incoming tickets | Community
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Trigger recipe: Set priority based on keywords in incoming tickets

  • October 2, 2017
  • 7 replies
  • 0 views
ZZ55

You can create a trigger that looks for key words or phrases in incoming tickets, then adds a custom tag and sets priority. This enables you to give urgent tickets attention first (for example, a customer that cannot log in to account).

To do so, use a trigger for rules based on ticket updates and text.

You can check for both subject text and / or comment text. Note that when the ticket is first created, the comment text will also check the subject.

Now apply your actions:

And you should be done.

    7 replies

    Jennifer16
    • Jennifer16
    • October 2, 2017

    Thanks, Graeme! :)

    M
    • martin55
    • August 14, 2019

    Is there an ability to add a comment text condition that looks for a string that includes a linefeed?

    I have automated email coming in to create tickets being created by a web form that sends this:

    Priority:
    High

    and I would like to set a condition for that.

    I did try searching for this string:   Priority/nHigh 
    but that did not work.

     

    Devan
    • Devan
    • August 14, 2019

    Hello Martin,

    If there is something included in the subject line or comment body, you can set up the search condition as you described. I've gone ahead and included an article that should breakdown this process for you in-depth. 

    How does the Comment text condition work in business rules?

    Best regards,

    Devan

    ZZ55
    • ZZ55
    • Author
    • August 14, 2019

    Martin 

    I would include 2 separate tests under the ALL section.  

    • Comment text>includes the string>Priority:
    • Comment text>includes the string>High 

    It is not the same as one condition testing for a line feed, but including the colon at the end of then first check should reduce the number of false positives.  

    Per15
    • Per15
    • August 17, 2023

    If you don't want to rely on specific keywords, but catch all of the tickets that are talking about your system being down, angry customers or whatever else you are looking for, you can use our AI ticket tagger that works in all languages:

    https://www.zendesk.com/marketplace/apps/support/513754/ai-ticket-tagger-by-labelf

     

    In our interface you can teach a model to recognize the different types of tickets and then activate it to automatically assign tags in Zendesk based on what you taught it.

    Colin28
    • Colin28
    • May 16, 2024

    Can you also assign tickets to agents based on keywords in tickets? 

    Paolo14
    • Paolo14
    • May 19, 2024
    Hi Colin,
     
    You can utilize the Comment text condition. If the the ticket comment contains any keyword that matches with the keyword that has been set in your condition, you can route it to any of your preferred agent or group.

     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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