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Hello all,

I’m trying to create a zap to capture who’s responding to a ticket that I’ve already captured in smartsheet. For my previous zap which captures the ticket, I have this flow in place:

This is how my smartsheet looks like after a few tickets have been created:

Now, someone is going to respond to the original email that created these rows to say that they’re working on the ticket. To capture that and update the Assignee column (and potentially the rest of the columns) this is the flow that I’ve come up with so far:

I’m using the Filter conditions to look for any email starting with RE: CSR to capture those that are replies to those rows. Then, I’m trying to see if that matches any of the rows that I have on smartsheet, but I don’t know the syntax works in the Query section of the configure tab of the Find sheet Row.

I’d greatly appreciate it if someone could help me with the syntax or maybe an even better flow for capturing what I’m trying to do.

Thanks.

Hi ​@SanazG,

 

Welcome to the Community.

 

To use the "Find Row" action in Smartsheet, set the Query field to match a unique identifier, such as a ticket number from the Gmail email subject. In the search Column field, select the Smartsheet column containing this identifier. If the email subject includes extra text, use the Formatter by Zapier app to extract the ticket number before the "Find Row" action. Once the correct row is found, use the "Update Row" action to modify columns like "Assignee." Note that "Find Row" updates only the first matching row.

 

I hope this helps. Let me know if you have any other questions.

Hi ​@JammerS,

Thank you for your reply. I want the “Find row” action query to look for the subject of the email which is triggering the zap. But how do you write that syntax? Is it something like “Result Cells Value = Subject” or just “Subject”?

When I tried either of those two, I receive this error:

I don’t need to look for anything in the text for now, but it’s good to know where to look for a tool that does that in Zapier :)

Okay, I managed to figure out that the error I was receiving was because of the fact that the subject of the email I was testing with could not be found. When I added a static value that was already there in one of the rows in smartsheet, it found that row just fine. There is no syntax, and just using the subject is enough:

 

Wow! Thank you for confirming that your resolution got the Zap running. This will significantly help our Community members to have as a reference for the same issue.

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