How does the Comment text condition work in business rules?



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Claire Miller

Zendesk Customer Care

Edited Mar 04, 2025


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25 comments

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

 

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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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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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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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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? 

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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

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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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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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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?

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Hello Tatiana,
 
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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