Question
How does the Comment text condition work?
Answer
The Comment text condition lets you check for single words or strings in the subject for ticket creation or the body of the most recent comment for updates. Special characters aren't recognized. Use these operators:
- Contains at least one of the following words (separated by spaces)
- Contains none of the following words (separated by spaces)
- Contains the following string
- Does not contain the following string
If you combine this condition with Ticket | Is | Created, the Comment text condition looks at both the subject text and the comment text. For more information, see the article: Trigger conditions and actions reference.
To capture multiple phrases with string conditions, each string needs its own condition under Meet ANY of the following conditions.
For example, if you have a condition for "yummy pie," you also need a separate condition for "pie" to capture both.
Note: The Comment text condition isn't available on all Legacy Support plans. For more information on Legacy plans, see the article: About Zendesk Support plan types.
25 comments
Jen
Can you use a comment text condition in an automation? I'm trying to move tickets into a a specific view by adding a tag that is triggered by a certing comment text string. I need to do it with tickets that already exist in the system. Any suggestions? Thanks! Jen
0
mfg
1265076469249
Use ‘current user’ in the condition with ‘is end user’.
(I'm unsure if this would apply to both requester updates and updates from CCs.)
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Jeff Singleton
Is there a way to differentiate comment text from the customer VS the Agent? For example, I want to create a trigger for escalations, where the customer specifically uses a phrase like “I would like this ticket escalated”, but I don't want the trigger to fire when an agent says “I've escalated this to a development engineer”.
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Robert vanH
Does the condition for comment text work on messaging channels yet? I do not see an exclusion on it at https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference
I have followed the suggestions at https://support.zendesk.com/hc/en-us/community/posts/5138422439706-Trigger-comment-text-does-not-work-with-messaging but it does not help.
I need a trigger to fire when a specific word is used through the Instagram Direct channel. All conditions of the trigger manage to fire it, until I add the ‘Comment text’ condition. Please advise.
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Ana Baccaro
How can I have the following subject line reach to route if it the last word starts with TA vs DC?
Subject line received is: LTL Central TA0012345 or it could be LTL Central DC0012345
I need to route TA emails to another group, will the “contains the following string” read the entire line or partial?
0
Raphael.peguet
Hello,
Is there a way to lookfor placeholders to find if the mail contains the requester email for example?
I would like the trigger to happen when there is {{ticket.requester.email}} for example
0
Neopro
1900360390924 Trigger I assume is related to AI Intent.
The problem seems to be around “comment text” not detecting the words in the message.
It's the first trigger in the list.
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mfg
6855934995866
Are the tickets created in English, does a trigger update them ahead of this trigger? I don't have that as a ticket field, I'm assuming it's custom.
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Neopro
I'm trying to create a simple triggered autoreply to suggest some articles via e-mail to an enquiry (Either submitted via webform or e-mail to zendesk), based on a few specific words being present in the original message when it was created.



This works (using “subject text” & “ticket status = new”)
This however doesn't work:
Nor does this:
Am I doing something obviously wrong?
0
Joyce
Yes, you can build your trigger to only fire when a comment text is present on a public reply and not for internal comments. To configure this, add the Comment > is > Public condition in your trigger. Here are the example conditions you can use as a reference:
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