Sure, I’ll rephrase your query for clarity:
Hello everyone,
I’m working on setting up a system where I receive an SMS message or a notification whenever there’s a new message on a Zendesk ticket. Specifically, I want to send an SMS to notify about an incident to a particular phone number as soon as a ticket meeting certain criteria is created. Additionally, I aim to send another SMS only after the incident has been resolved, even if the ticket itself hasn’t been closed yet.
I’ve managed to set up several conditions for triggering this process, but I’m encountering a challenge with one particular requirement: initiating the SMS scenario when the ticket’s body contains the text “XXX”.
To try and achieve this, I set up a filter between my Zendesk module and the SMS module. This filter uses the “description” field and is supposed to trigger when the text “Incident is over” is contained within that field. However, this setup isn’t working as intended.
Does anyone have any advice or suggestions on how to make this work?
