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I'm trying to set up some advanced routing/assignment workflows based on product and would also like it to assign based on keywords in original emails/description.

When using the criteria in workflow, I noticed the operator includes contains and then a value is set. Does the string value field support multiple values with a separator?

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  • 3 years ago

Similarly - how does this work with ticket assignments. Do I need to create a new line for each keyword or can I add multiple values in a single line?

Hello Jacob,

For both the cases you can add multiple values to a criterion separated by Comma and need not create separate criterion for each value.



Regards,
Ajith | Zoho Desk

  • 14 days ago

Hi Jacob, using commas stopped working for me a long time ago. I have to add a lot of <OR> unnecessarily. How come?

Hi
Double-check if the values are added with commas and without spaces—this could be the culprit. If it still doesn’t work, send us the configuration details at support@zohodesk.com, and we’ll take a closer look.

Regards,
Shivani | Zoho Desk

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