I am creating a trigger and see two similar conditions:
- Ticket is Created
- Ticket is Updated
What is the difference between the two? If a ticket is created, is the act of creation considered an "update"?
"Ticket is Created" and "Ticket is Updated" are two separate events.
- A trigger with a condition of "Ticket is Created" will only fire when a new ticket arrives in your Zendesk.
- A trigger with a condition of "Ticket is Updated" will only fired when an existing ticket is modified and submitted.
If you would like a trigger to fire, regardless of whether a ticket is created or updated, then you should include both conditions under the "Meet any of the following conditions" section of your trigger setup.
See The importance of the 'Ticket is' condition for a best practice breakdown of when to use each condition.