Placeholder for current comment in Trigger (not latest)

5 Kommentare

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    This page has lots of great stuff:

    https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference#topic_jkz_opl_rc

    That link goes to the comment section. The reference you're lookin for is 

    ticket.latest_comment

    or

    ticket.latest_public_comment
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  • Ryan P.

    Thanks for the help Lou but I'm looking to get the comment that is associated with the current update (which caused the trigger execution). The latest comment placeholders will return whatever the most recent comments were, even from prior updates. So let's say an agent makes changes to the ticket but does not type in a comment, I want to send a different message in that case.

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    My apologies. I reread your original post and I understand what you're trying to do. I don't see a way to do that. I agree. Comment is not present would be a nice condition.

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  • Dave Dyson
    Zendesk Community Manager
    Hey Ryan,
     
    I tried to see if I could find a way to do this as well, but I don't think there's currently a way to do this. I know you can create a trigger that only fires when a ticket update includes a public comment (by using the Ticket: Comment is condition), but unfortunately I don't see a way to create a trigger when there's not a public comment.
     
    I also tried using Liquid markup in the trigger notification to create some if/then logic, but unfortunately there, I don't think the ticket.comments container (which includes a list of the comments in the ticket, public and private) doesn't have a way to tell you if the more recent comment is associated with the most recent ticket update. 
     
    I think the best thing to do would be to post to our Feedback - Ticketing System (Support) topic which our product team monitors, using this template to format your input. Thanks, and sorry I couldn't figure out a way to make this work!
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  • Ryan P.

    Thanks for checking too @..., I've posted over in the feedback area - https://support.zendesk.com/hc/en-us/community/posts/4685129145754-Is-Not-operator-for-Comment-condition 

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