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Hi,
i would like to set up rule if ticket body, descrion contain text:”from: DE-2”. Postal code which start with DE -2 should be closed. Is there any symbol to replace all five digits or how to do it?

Thanks. 


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Hi
,

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:

  1. Navigate to Setup -> Automation -> Workflows -> Create Rule.
  2. Execute on: Ticket Create.
  3. Condition: Description - Contains - Add the keyword.
  4. All Actions -> Click (+): Field Update -> Status: Closed.

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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