Trigger conditions and actions reference

This article describes the different conditions and actions you can use when creating triggers. For information on creating new triggers, see Creating trigger updates for ticket updates and notifications.

This article contains the following sections:

• Building trigger condition statements
• Building trigger action statements

Building trigger condition statements

Condition statements consist of conditions, field operators, and condition values (these vary depending on the condition selected). Condition statements are essentially ‘if’ statements that return all tickets that meet the specified criteria.

For condition statements such as Ticket: Status, Ticket: Group, and Ticket: Assignee, the trigger will fire whenever the condition is changed. Changed refers to any update made to the value, even if the value previously did not exist. For example the Ticket: Group trigger condition will fire even if a ticket is created and a group is assigned to it for the first time.

Table 1. Trigger Conditions

Condition	Description
Ticket: Status	The ticket status values are: New is the initial status of a newly created ticket (not assigned to an agent). Open means that the ticket has been assigned to an agent. Pending is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding on-hold ticket status to your Zendesk). Solved indicates that the customer’s issue has been resolved. Tickets remain solved until they are closed. Closed means that the ticket has been locked and cannot be reopened or updated. When selecting a status, you can use the field operators Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved.
Ticket: Form (Enterprise plans only)	Your ticket forms are available as conditions. Select Ticket: Form, then select a specific form. See Creating ticket forms to support multiple request types.
Ticket: Type	The ticket type values are: Question Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problem is a support issue that needs to be resolved. Task is used by the support agents to track various tasks.
Ticket: Priority	There are four values for priority: Low, Normal, High, and Urgent. As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent: Priority is less than Urgent
Ticket: Group	The group values are: (—) indicates that no group is assigned to the ticket. Group name is the actual name of the group that is assigned to the ticket. Additional value for views: (current user's group) is all the groups that the agent belongs to.
Ticket: Assignee	The assignee values are: (—) indicates that the ticket is unassigned. (requester) is the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example. Agent name is the actual name of the person assigned to the ticket. Additional value for views: (current user) is the person who last updated the ticket. The (current user) changes each time someone different updates the ticket. The update can be made by any agent or end-user with access to the ticket.
Ticket: Requester	The requester values are: (assignee) is the person assigned to the ticket. The condition statement ‘Requester is Assignee’ is true if the requester is also the person assigned to the ticket. This is possible if an agent created a ticket and was then assigned to it. Agent name is the actual name of the agent. Additional value for views: (current user) is the requester of the ticket. The trigger will fire whenever that person updates the ticket.
Ticket: Organization	The organization values are: (—) indicates that no organization has been added to the ticket. If you have multiple organizations, (—) displays for a certain number of organizations, but is a blank value above that number. Organization name is the name of an organization.
Ticket: Tags	You use this condition to determine if tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operators Contains at least one of the following or Contains none of the following. More than one tag can be added. Press Enter between each tag you add.
Ticket: Channel	The ticket channel is where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the channels you can configure, see About Zendesk channels and Understanding ticket channels in Explore.
Ticket: Integration account	This condition checks the integration account that the ticket came from, such as a specific Facebook page, Twitter handle, or other channel integration account, like Google Play. Select one of your configured integration accounts from the drop-down menu.
Ticket: Update via	This condition indicates from where the ticket was updated and can be any of the same sources as the ticket channel condition (above).
Ticket: Received at	This condition checks the email address from which the ticket was received and the email address from which the ticket was originally received. These values are often, but not always, the same. The ticket can be received from a Zendesk email domain such as [e-mail], or from an external email domain such as [e-mail]. The external email domain must be set up as described in Forwarding incoming email to Zendesk Support or the condition won't work.
Ticket: Satisfaction (Not available on Team plans)	This condition returns the following customer satisfaction rating values: Unoffered means that the survey has not previously been sent Offered means that the survey has already been sent Bad means that the ticket has received a negative rating Bad with comment means that the ticket has received a negative rating with a comment Good means that the ticket has received a positive rating Good with comment means that the ticket has received a positive rating with a comment
Ticket: Is	Created or Updated. Created will fire only when a new ticket is created . Updated will fire only when an existing ticket is modified and submitted. For more information, see Triggers: The importance of the 'Ticket is' condition.
Ticket: Subject text	Using this condition you can check for the presence of single words and strings of words in the subject line of the ticket. This condition is not case sensitive. You can use any of the following operators: Contains at least one of the following words. Use a space (not a comma) to separate multiple words. Contains none of the following words. Use a space (not a comma) to separate multiple words. Contains the following string Contains not the following string
Privacy	This condition lets you test if a ticket has public comments or not. You can select either: Ticket has public comments Ticket has no public comments
Ticket: Comment is	This condition returns the type of comment contained in ticket updates. Public is a comment that everyone can see. Private is a comment that only members of the support staff can see. Present (public or private) is used to indicate if the update contains a new comment. Present, and requester can see the comment is used to indicate that the update contains a comment and that it is visible to the requester. This includes private comments, if the requester has permission to view them.
Ticket: Comment text	This condition checks for the presence of single words and strings of words in the body of a new comment when a ticket is updated. For newly-created tickets, the first comment in the ticket is checked. A previous comment in a ticket is never used to evalute this condition. The following content is also checked under certain circumstances: For newly-created tickets, if the condition doesn't find a match in the first comment, then the subject text of the ticket is checked. The subject text is considered only if the ticket is newly-created. If a ticket update doesn't include a comment, this condition treats the ticket as if a new, empty comment was added and that empty comment is checked. This condition is not case sensitive. You can use any of the following operators: Contains at least one of the following words. Use a space (not a comma) to separate multiple words. Contains none of the following words. Use a space (not a comma) to separate multiple words. Contains the following string Contains not the following string
Ticket Reopens (Not available on Team plans)	The number of times a ticket has moved from Solved to Open or Pending.
Ticket: Agent replies (Not available on Team plans)	The number of public agent replies to a comment from another customer or agent.
Ticket: Assignee stations (Not available on Team plans)	The number of different agents to which a ticket has been assigned.
Ticket: Group stations (Not available on Team plans)	The number of different groups to which a ticket has been assigned.
Ticket: Number of incidents	This condition takes an action when the number of incidents on a problem ticket hits a threshold.
Ticket: Within business hours? (Not available on Team plans)	Yes or No. This condition is available if an administrator has set business hours. If you are on an Enterprise plan and have multiple schedules, the "within business hours" conditions are based on the schedule that is applied to the ticket (see Applying your schedules to tickets).
Ticket: On a holiday? (Not available on Team plans)	This is set to yes during the full day of the holiday, not just during your normal business hours that day. If you have multiple schedules (Enterprise plans only), this condition respects the list of holidays set in the schedule applied to the ticket.
Ticket: Schedule (Enterprise plans only)	If you have set up multiple schedules, this is the schedule applied to the ticket. The available values are the names of your schedules.
Ticket: Within (schedule) (Enterprise plans only)	If you have set up multiple schedules, this enables you to compare the ticket update time to any schedule, not just the schedule applied to the ticket. The available values are the names of your schedules.
Ticket: Custom fields	Checkbox, drop-down, and date custom fields are available as conditions. For all other custom field types, you can only check to see whether a value is present or not.
Ticket: Side conversation (Not available on Team plans)	You can create trigger conditions for side conversations so that assignees know when a side conversation is created, closed, replied to, and reopened. Without them, the agent assigned to the ticket (who, ideally, is also the creator of the side conversation) may have a hard time knowing what’s going on with a particular issue. You can use these trigger condition statements with side conversations: Side conversation + Is + Created Created is the initial state of a newly created side conversation. Side conversation + Is + Closed Closed is the state of a side conversation after the agent clicks the Mark done button to close the side conversation. Side conversation + Is + Replied to Replied to is the state of a side conversation after someone adds a reply. Side conversation + Is + Reopened Reopened is the state of a side conversation after the agent clicks the Reopen button to reopen a side conversation.
Requester: Language	Returns the language preference of the person who submitted the request.
Requester: Role	The role of the ticket requester. The role type can either be agent, admin, or end-user.
Requester: Number of Twitter followers	This is the number of the requester’s Twitter followers.
Requester: Number of tweets is	This is the total number of the requester’s tweets.
Requester: Is verified by Twitter	This condition is used to verify that the requester is a verified Twitter account.
Requester: Time zone	The time zone of the ticket requester.
Requester: Custom fields	Custom user fields are available as conditions.
Organization: Custom fields	Custom organization fields are available as conditions.
Current user	You can select any of the following for the type of user that last updated the ticket: (agent) is a support staff member. (end user) is anyone who is a registered user and not an agent or an administrator. They can only submit and track tickets and communicate with agents publicly (meaning their comments can never be private). Agent name is the actual name of an agent.
Ticket sharing: Sent to	Checks whether a ticket was shared to another Zendesk via a specific ticket sharing agreement.
Ticket sharing: Received from	Checks whether a ticket was shared from another Zendesk via a specific ticket sharing agreement.

Building trigger action statements

Action statements define what occurs if all the condition statements are true and the trigger fires. You can think of action statements as ‘then’ statements – if all of your conditions are true then perform these actions to update the ticket and optionally send notifications.

Table 2. Trigger actions

Action	Description
Ticket: Status	The ticket status can be set to the following: New is the initial status of a newly created ticket (not assigned to an agent). Open means that the ticket has been assigned to an agent. Pending is used to indicate that the requester has been asked for information and the ticket is therefore is on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. Solved indicates that the customer’s issue has been resolved. The ticket is solved even if required ticket fields are still blank. See Required fields and automations. Tickets remain solved until they are closed. When tickets are closed is based on business rules you define for this step in the workflow, using automations. Closed means that the ticket has been locked and cannot be reopened or updated.
Ticket: Form (Enterprise plans only)	Your ticket forms are available as actions. Select a specific form. See Creating ticket forms to support multiple request types.
Ticket: Priority	The priority can be set to Low, Normal, High or Urgent
Ticket: Type	The type can be set to the following: Question Incident indicates that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problem is a support issue that needs to be resolved. Task is used by the support agents to track various tasks.
Ticket: Group	You can set groups to any of the following: (—) is used to unassign a group (if one has already been assigned) Group name is the actual name of the group that is assigned to the ticket. Additional value for macros: (current user’s groups) is all the groups to which the agent who is updating the ticket belongs.
Ticket: Assignee	You can set the assignee to any of the following: (—) is used to set assignee to no one (unassigned) (requester) is the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example. Agent name is the agent to be assigned the ticket. Additional value for triggers and macros: (current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated.
Ticket: Satisfaction	You can set this action to: offered to requester. This indicates that the survey request has been sent to the ticket requester.
Ticket: Set tags	The tags you want to insert into the ticket. The set tag action deletes all tags currently applied to the ticket, or associated with any ticket fields, and replaces them. Tags must be separated with spaces.
Ticket: Add tags	The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces.
Ticket: Remove tags	The tags that you want removed from the existing list of tags contained in the ticket (if any). Tags must be separated with spaces.
Ticket: Add CC	Add an agent or the current user to copy on the ticket update. This action is available when you enable CCs on tickets.
Ticket: Add follower	Add an agent or the current user as a follower on the ticket update. This action is available when you enable CCs and Followers on tickets. Also, when you enable this feature, the Ticket: Add follower action replaces the Ticket: Add CC action.
Ticket: Set schedule (Enterprise plans only)	Your schedules are available as actions. Select Ticket: Set schedule, then select a specific schedule. When you set up multiple schedules, you must create triggers to apply your schedules to tickets. See Setting your schedule with business hours and holidays.
Ticket: Custom fields	Checkbox, drop-down, and date custom fields are available as actions.
Notifications: Email user	You can set the email user to any of the following: (requester) is the ticket requester. (assignee) is the agent assigned to the ticket. Email user name is the actual registered name of the agent who will receive the email. Additional values for triggers: (current user) is the last person who updated the ticket. (all non-restricted agents) includes all agents that have unrestricted access to the ticket. (requester and CCs) is the ticket requester and any users who are listed as CCs on the ticket. This value is available when CCs and Followers is enabled. This notification is sent only if the update includes a public comment. If the update has a private comment or no comment, the trigger can still fire other actions, but it won't send the notification. Adding the email user action allows you to enter the email subject and body text. Body text can be formatted using HTML or placeholders. See Using placeholders for more information on formatting with placeholders. If you select a different notification destination when editing a trigger, the body text will reset.
Notifications: Email group	You can set email group to any of the following: (assigned group) is a reference to the assign group. Email group name is the actual name of a group. If you select a different notification destination when editing a trigger, the body text will reset.
Answer Bot	Create a trigger that will launch Answer Bot when a ticket is submitted. For more information about Answer Bot triggers, see Enabling, disabling, and setting up Answer Bot.
Tweet requester	Respond to the Twitter requester with a Tweet. An @mention, and shortened ticket URL are added to the message so make sure to stay within the maximum Tweet length.
Text user	If you are using Zendesk Text, you can configure a text to be sent to the user when the trigger conditions are met (see Using Text notifications with triggers: Recipes and tips).
Text group	If you are using Zendesk Text, you can configure a text to be sent to a group of users when the trigger conditions are met (see Using Text notifications with triggers: Recipes and tips).
Notifications: Notify active webhook	Set the active webhook to notify. For more information about using webhooks, see Creating a webhook. If you select a different notification destination when editing a trigger, the body text will reset.
Notifications: Notify target	Set the external target to notify. For more information about using targets, see Notifying external targets. If you select a different notification destination when editing a trigger, the body text will reset.
Requester: Language	Set the requester's language to one of your supported languages.
Requester: Custom fields	Custom user fields are available as actions.
Organization: Custom fields	Custom organization fields are available as actions. If the trigger includes this action, but the ticket isn't associated with an organization, the trigger does not fire.