HelpDesk - automated workflow conditions, are they case sensitive?

Just setting up some more helpful automated workflows in HelpDesk and wanted to double check if the conditions I set for matching “any phrase” would be case sensitive? I’m thinking they are as I had a workflow not work this morning because of a capital letter on the phrase (I’m guessing that’s why it didn’t work, everything else seemed fine).

Is there any reason that this being case sensitive would be necessary? I’m sure we all have those random visitors that love to type all in caps locks, so it would be helpful if those workflows still worked regardless of capital letters or not. I don’t really want to have to add multiple conditions to a workflow just to add different variations on capital letters or not throughout the phrase.

Looking forward to any insight anyone has. :smiley:

Hi Melissa!

We added this feature based on feedback from our users – at the beginning, some workflows just didn’t work because of that. Just as it was the case in your situation.

Now it’s possible to change whether the phrase is case sensitive while configuring the Workflow:

1 Like

Perfect! Thank you for the tip! This workflow gets used multiple times a day so this will ensure it works perfectly and we never miss a ticket! :smiley: :sunglasses: :star_struck:

1 Like

Glad to be helpful! :sunglasses: