What is the difference between the conditions Ticket > is > Created and Ticket > is > Updated in triggers?
Ticket > is > Created and Ticket > is > Updated are two separate events in a ticket.
- 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 the change is 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.