Trigger Observer Rule based on content in private note
started a topic
almost 2 years ago
Observer Rule can currently only be triggered by "Last Interactions" (replies and public notes. It would be very helpful if we could trigger a rule based on text contained in a private note, too.
For example, if an agent adds a private note on a ticket, that includes the words "feature request" such as "This is a feature request from a user about XYZ", I'd like to trigger a slack notification to our engineering channel so that they can review the ticket and consider the request.