Auto Assign Tickets Based on Keywords

HelpDesk
1

How would I go about doing this anything I've set up doesn't work consistently.

For example, a ticket Titled "Password Reset" would be auto assigned to me since it has the key word Password in it

Or "Printer" in the title would be assigned to my coworker

Is it case sensitive? does it matter if the title contains the phrase in a word

For example, "Helpdesk" If I have it where anytime Help is in the title will it still go assign the said ticket to me?

Thanks in advance.

2

Hello Erik! The 'contains' operator is case-sensitive and does not distinguish whether the target string is in the middle of a word or is a separate word. To make your condition more universal, please use a 'matches' operator: it will check whether the string matches a regular expression. To test the latter, you can use third-party tools, for example Regex Hero.