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Keyword Search for Incoming Incidents

Accepted answer
edited Jan 3, 2020 5:37PM in Reporting & Analytics for B2C Service 8 comments


Alert if specific keyword is met 5 times.




I am wondering if anyone is using a similar functionality and would be willing to share their approach? I have a business requirement to create an alert for Incoming Incidents that contain specific keywords.

So the keywords should be set up as a filter to give us the possibility to change these based on circumstances (I thought I can use incidents.search_thread but it does not seem to be doing what i need or maybe I am just using it wrong? - I didnt find any instructions on how to enter the keywords). 

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