How to edit the subject line of the tickets based on certain conditions or specific keyword in the subject?

Modified on: Sat, 26 Jun, 2021 at 1:03 AM

Freshdesk

Sprout

Blossom

Garden

Estate

Forest

Freshdesk

Free

Growth

Pro

Enterprise

Freshdesk Omni

Growth

Pro

Enterprise

Omnichannel (classic)

Estate Omnichannel Tick mark

Forest Omnichannel

Omnichannel (classic)

Growth Omnichannel Tick mark

Pro Omnichannel Tick mark

Enterprise Omnichannel

This can be done using the API. Navigate to Admin > Workflow > Automations > Ticket Creation > New Rule and set up an automation rule as follows:

Condition: Description contains "..........."

Action: Trigger a webhook

Kindly refer to this link for more information on updating ticket details via API. Copy the code accordingly for changing the subject.