Triggers based on subject text sometimes don't work | Community
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Triggers based on subject text sometimes don't work

  • December 20, 2019
  • 1 reply
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A

Hi !

We receive a lot of automated emails from the platform we're doing business on. That means we have many emails with the same subject structure ('New message', 'X is happening', ...).

I've created a handful of triggers to redirect incoming tickets to specific groups of agents when they are created based on subject text (contains the following string). I notice that for the same exact email subject, the tickets are sometimes assigned to the right group, and sometimes not. I'm having trouble figuring out what is happening. It also seems that several triggers are in conflict, as I see messages going to the wrong groups.

I don't know how text subject triggers work exactly. If I choose 'contains the following string', should I put my string in quotes, or is it unnecessary ?

When I see two conflicting triggers, there are indeed words that overlap between the two filters, but the strings they belong to are different. For example, I have a trigger to assign emails with the subject line 'New message' to group A, and a trigger to close all tickets with the subject line 'Your message was received'.

Both triggers include the word 'message', but the strings are different.

Can someone shine a light on how this works and what I'm doing wrong ?

Thanks,
Alix

    1 reply

    Dan32
    • Dan32
    • December 23, 2019

    Hey Alix,

    That's odd indeed. You shouldn't need to put your string in quotes, but I would put each string as a new condition under the *any* section of the trigger conditions. If you put them all in one condition, they'll be tested for the whole string. 

    Here's what the docs say about the Subject text condition. As far as I know, the string needs to be an exact match for content and order, but isn't case sensitive. Might need to see what happens in the ticket event log on an affected ticket, or perhaps you could post the content of the two triggers that are conflicting and the subject of the ticket that misbehaved.

    Using this condition you can check for the presence of single words and strings of words in the subject line of the ticket. This condition is not case sensitive. You can use any of the following operators:
    • Contains at least one of the following words. Use a space (not a comma) to separate multiple words.
    • Contains none of the following words. Use a space (not a comma) to separate multiple words.
    • Contains the following string
    • Contains not the following string

    Thanks!

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