Jessica Gardner

However, if you close the ticket, comments will no longer be recorded.

We closed a ticket that came in through the Facebook wall, then created a follow-up ticket to respond. The public comment in the follow-up ticket did not post as a reply on the Facebook wall post. I'm guessing this is expected, based on the quote above, but wanted to make sure. Is there any way to post a reply to a Facebook wall post after the initial ticket is closed?

I'd really like to be able to look at a ticket and see which views it should appear in. Is there any way to do that, or is it on the roadmap?

Thanks for checking! To clarify, the issue is when the text in the message body is different and the trigger is looking for the hyperlink that the text links to.

Example: we want to track how often we share a referral URL in public replies, but the actual ticket text varies (e.g. "We suggest that you try out this product") and then run the trigger based on the URL that "this product" links to.

We did get this confirmation separately: "Zendesk has confirmed the trigger only checks the visible text, not the code" 

We're trying to create a trigger that adds a tag when a text string is present in the ticket body. The text string is a hyperlinked URL to a web page. We're able to get the trigger to run when the URL is plain text, but it fails to run when the text string is a hyperlink. Is this expected?