Keywords are defined by your company for many reasons, such as to easily find tickets, for auto-processing, to trigger ticket notifications, or to highlight information in the ticket.
Add or Modify Keywords
On the Keyword Summary page:
Action Description Add Keyword Click Add a Keyword Modify - Click keyword to modify in the Keyword column
- On the Keyword Detail page, click Modify this Keyword
On the Add a Keyword (or Modify a Keyword) page, fill in the fields. Some fields need explanation.
Fields Description Keyword The name of the keyword Description Your notes about the keyword High Priority High Priority keywords appear in red when viewing the ticket - Click Save. The Keyword Detail page appears.
Add Keyword Items
The keyword item is the specific word or words to match on.
- On the Keyword Detail page, click Add a Keyword Item
On the Add an Item for Keyword page, fill in the fields.
Keyword Matching
Fields Description Match this text The exact text to match on from the One Call Center on the ticket. It is recommended to copy the text from the ticket and paste it into this field Unless it also matches Any exclusion for this match, enter each word or phrase per line Matching Options
Select which options should apply. Choose from Case Sensitive, Match Whole Words Only, Look in which ticket
fields, and which one call centers this rule should apply to.- Click Add. The Keyword Detail page appears
In the ticket details view, you can have the system display normal and high-priority keywords with yellow highlighting. To turn on highlighting, see Account > Profile Settings > Modify Preferences > Other Settings > Keyword Display
Use Keywords with Auto Processing and Ticket Notifications
| Function | Description |
| Auto-Processing | Keywords can be used during Auto-Processing to close tickets automatically or get them to the field based on the keyword match. For details, see Auto-Processing |
| Ticket Notifications | Keywords can be used to create ticket received notifications. For details, see Ticket Notifications: Ticket Put in Folder Notifications Ticket Assigned Notifications Ticket Received Notifications |
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