Hello All,

I'm looking to build a ZoHo workflow (in Zoho Desk) that would search specific keywords within a customer's most recent email reply to a ZoHo ticket.

Assuming it should trigger upon a customer reply.

But under criteria (TICKETS), I don't see a field that indicates 'recent thread' or 'recent mail' from the client.

I see Description, which is probably the original ticket description (but not subsequent) email replies.

Other potential fields could be: Email (although this might be an actual email address) and Keywords.

Anyone know if a field exists? I know you can populate an zoho email template for an alert with 'recent thread'

${Cases.Recent Thread Content}

But not seeing an equivalent under criteria under ZoHo worfklow.

Thanks,

Chris