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If you'd like to close tickets based on specific keywords, Workflow Automation is the way to go. The process will vary depending on the channel the ticket originates from:
For Help Center:
You can directly create a workflow by following these steps:
For Email:
First, you’ll need to fetch the email content into the ticket description using a custom function (details are available in this article: Auto-update Email Content to a Ticket). Once that’s set, you can proceed with actions based on the keywords.
Try this and let us know your thoughts!
Cheers,
Shivani | Zoho Desk
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