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I want to create a custom rule that will only be trigged when a specific term is being used in a email request.
We have a email request , where the user is asking for a ticket / pass upgrade in the text of the email
Will I be able to do the following:
Yes, and it is pretty straight forward to do. All you need to do is use the if/else condition and see if description contains the word you are looking for and if that is the case, assign it to the specific agent and add a comment with the link, or send an email with it. Have a look at this thread with a similar question.
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