Automation with Workflows : Using Hashtags

This guide helps you set up a workflow for emails or notes containing any word after a hashtag. All the examples in this series are customizable to your needs. To learn about all the features in the workflow tab refer to this guide

Pre-requisite 

Admin permission to create workflows in your PSA. 

Setup 

  • Navigate to Admin > Business Process > Workflow > New
  • Create a new workflow using this guide and save it.

Triggers 

  • Set up a trigger for this action. Refer to the workflow guide to understand more about action owners.
  • For this guide, we will assume that an email with #serverdown in the body is sent to your parser for an existing ticket. 
    • This is considered as a new note added by Client 
    • The corresponding field is Activity Details.
  • Activity Added By : Clients/Anyone 

Conditions

  • In the conditions tab, for Activity Details
  • The content of the email or the manually added note in the UI will trigger this workflow.

Usage 

  • For our example, if the email coming into the parser has #serverdown in its body with message-id or ticket number in the subject line to add a note to the correct ticket.  or both in the subject line this workflow will be triggered. 
    • Refer to this guide to learn more about message threading. 
  • This workflow can be used on internal notes as well. 
    • Use different keywords to meet any specific needs. 
  • You can change the triggers or add multiple ticket or account conditions as you please
  • Notification or updates can be set according to your needs. 

Related articles 

Getting started with Workflows

Automation with Workflows : Using Keywords

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