How to add comment to ticket automatically (ticket rule)
I want to create a ticket rule that looks for a certain keyword on newly opened tickets, and then creates a comment with a KB article or information on how to solve the issue. I don't see a way to do this, where I can create a new public comment. Is there a way? I don't know any SQL.
If you have a list of the text that you are looking for it would be possible to build a ticket rule, perhaps with a case statement so if phrase 1 is found set a value as 1, phrase 2 as 2 etc etc that value could then be used to append a KB article to the ticket and then send an update to the user containing the kb article or a link with a url to the kb article