I'm trying to setup a new, custom trigger to automatically respond to new tickets with certain keywords in them. The hope is that we can automate some responses and reduce the number of frequently asked questions that agents have to manually respond to... but only in certain situations.
However, my Trigger conditions aren't working the way that I'd expect. They're instead firing for ALL tickets instead of just those with the keywords.
Meet ALL of the following conditions
Ticket > Ticket is Created
Ticket > Comment Text Contains at least one of the following words delete, disconnect, remove, unsubscribe, uninstall
Ticket > Status is not Solved
Actions
Notify by > User Email >>> Ticket > (requester and CCs)
<Email subject>
<Email body>
Ticket > Status >>> Solved
Thank you for your question. I'm going to open a ticket on your behalf related to this example/scenario, where you can provide more context and additional details (like ticket ID) for further investigation.