What is the difference between Created and Updated?

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13 Comments

  • Tracy Scobba

    Is there any way to use the same trigger to look for the scenario where the ticket is updated OR created AND the group is x OR y OR z? Or do I need to write separate triggers for each?

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  • Nicole Saunders
    Zendesk Community Team

    Hi Tracy - 

    What kind of ticket update do you want the trigger to fire on? Just when the status is updated, just when a new comment is added, or every time any change is made to the ticket? 

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  • Tracy Scobba

    Hi Nicole, I'm looking for the trigger to fire when a check box is checked - whether it is checked at creation or when the ticket is updated. 

    I added ticket is created and ticket is updated to the "any" conditions. But I'd like to also say that the check box has to be in a ticket assigned to one of four different groups. 

    I don't see a way to an AND and an OR where the ANDs are nested within the OR.

    Will the trigger run if I don't include either condition for ticket is updated or ticket is created...

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  • Brett Bowser
    Zendesk Community Team

    Hey Tracy,

    If you just exclude the Ticket > is > Created/Updated condition then it should fire appropriately. You'll just include your checkbox condition under Meet all of the following conditions. Then include your groups conditions under Meets any of the following conditions.

    If you only want this trigger to fire once after the checkbox is selected I would recommend having the trigger add a tag after it's fired to prevent it from sending out a notification for every single update. 

    If you do want the trigger to fire for every single update after the checkbox has been selected then the tag will not be necessary.

    Let me know if you have additional questions for me!

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  • Taylor Harrison

    When a user just adds a comment, does that fire the "Ticket is Updated" trigger?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Taylor,

    Yes in the sense that this is a potential trigger condition.

    Best regards!

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  • Ben Gulliford

    Hi,

    I currently have the same conditions setup for some triggers responsible to fire an autoresponder. We would like our autoresponder to reply to all inbound customer messages.  It works fine in a normal case, however I noticed when a ticket has been marked as SOLVED, and when the customer replies back with another question it is re-Opened, but the trigger doesn't pick up on this update and the customer doesn't receive an autoresponse.

    Is there something I am missing?  Here is what conditions I have set up:

    ALL conditions:

    Status > Less Than > Solved

    Current User > Is > (end-user)

    ANY conditions:

    Ticket > Is > Created

    Ticket > Is > Updated

    Could the "Status > Less Than > Solved" condition be the conflict?

    Thanks in advance!

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  • Dave Easey

    I'm confused about the suggestion to add both Create and Update to the Any conditions.
    What is the difference between doing that any not including either of them?

    Isn't the purpose of this condition to restrict to one or the other of Create or Update? If a trigger should run in both cases then there would seem to be no need to add the condition.
    From another support article:

    Understanding when triggers run and fire

    Every time a ticket is created or updated, all of your triggers run in a cycle against that ticket in the order the triggers are listed. A trigger will fire and update the ticket if its conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.

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  • Jenmark Alcover
    Zendesk Customer Advocate

    Hi Dave!

    If you're going to add both trigger conditions "Ticket | Is | Created" and "Ticket | Is | Updated" under "Meet Any of the following conditions" section, it means that the trigger will still fire; regardless of whether a ticket is created or updated.

    To add more context to this, if you add conditions under the section "Meet Any of the following conditions" in your trigger set-up; one or more of the conditions must be true for the trigger to fire. On the other hand, if you add conditions under "Meet All of the following conditions", all of the conditions must be true for the trigger to fire.

    Best,

    Customer Advocacy Team

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  • Dave Easey

    Hi Jim,

    I think the point of my question is not clear.

    1) This article suggests to add both Create and Update to the Any conditions.
    So the trigger will fire if the ticket was created or updated. 

    2) In the other 'Understanding when triggers run and fire' article you say that 'A trigger will fire and update the ticket if its conditions are met during the cycle. '

    From 2) if the trigger definition is comment added or check box checked (the examples in this thread) then the trigger will fire based on this condition.
    From 2) it does not seem to be necessary to and Create and Update to the Any conditions for the trigger to fire.
    Is this correct or am I missing something?

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  • Jenmark Alcover
    Zendesk Customer Advocate

    Hi Dave!

    You correct! It isn't necessary to add both conditions "Ticket | Is | Created" and Ticket | Is | Updated" for the trigger to fire. You can either one of them under "Meet All" or "Meet Any, depending on your preferred workflow when you set-up a trigger. The above suggestions are just for the purpose of making sure that the trigger will fire, regardless of whether a ticket is created or updated.

    Best,

    Customer Advocacy Team

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  • Chad Susa

    Hi All

    Actually I've always wondered:

    What happens if I don't include the:   'Ticket | Is | Created'   or   'Ticket | Is | Updated'   condition(s) to a trigger?

    Does that mean the trigger will fire if the ticket is either Created or Updated, and therefor negates the need to add those conditions?

    See below for a, hopefully, better explanation.

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  • Andrei Kamarouski
    Community Moderator

    Chad Susa

    You are right - without this condition, this trigger works at any event!

    Updated event means the ticket is updated (excludes the first created event). Created - limits to the only first created event and not any updated event. 

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