Trigger conditions and actions reference

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29 Comments

  • Andrea Rodriguez
    Comment actions Permalink

    I know this is a newb question, but what would be the difference between "Ticket Status is New" vs "Ticket is Created"? (By default, aren't all created tickets New?) And why would I choose one over the other? 

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  • Heather Rommel
    Comment actions Permalink

    @Andrea - Great question! The difference is, not all tickets are new upon CREATION depending on your setup and use of Zendesk -- in our instance, many times we are the the phone with a customer, create the ticket for them, resolve it on the phone and set the the ticket to Pending or Solved upon creation!

    Likewise, you can update a ticket in New status and it doesn't change from New, particularly if it's being rerouted to another group or a Private note being added for whatever reason.  

    So a ticket can be created and be in any status and a ticket in New status can also have an update and stay in New status (except if it was assigned or manually changed to a different status...)

    THEREFORE... rounding 3rd base here.  In some triggers, I want it to run the moment the ticket is created, no matter what status.  Like, if a ticket is created and any word says "unhappy" I want the system to email the Customer Service Manager immediately so he/she can get on it quick.

    And in some triggers, I want to just tend to New tickets - like, if an agent doesn't attend to a ticket in 5 hours since it was last actioned on by my receptionist who does some triage before the Customer Service agents, then i want to set that time from the last update on that ticket which should also still be in new status. Actually, in this last example it would be an Automation (time-based) but I hope you get my meaning.

    Hope that makes sense!

     

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  • Bora
    Comment actions Permalink

    Can i set up a "Ticket: Comment text" filter for URLs in the comment text of a ticket? Consider my options are: 

    • Contains at least one of the following words
    • Contains none of the following words
    • Contains the following string
    • Contains not the following string

    If I wanted to filter by a url such as "acme.com/pricing" where present in the Ticket Comment, can I set up the following: 

    [Ticket: Comment text] [Contains not the following string] [acme.com/pricing] 

    Realize this is an edge case, and for purposes of this question the [Received at] [is not] [acme.com/pricing] filter by domain is not applicable. So I need to know - can URLs can be recognized as strings or words in comment text?

     

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  • Jessie Schutz
    Comment actions Permalink

    Hi Bora!

    I've never done this specifically, but I don't see any reason why it wouldn't work. I'd recommend doing some testing on trigger to make sure it works, but I think you should be find.

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  • Lori Sardoff
    Comment actions Permalink

    The only option I am seeing when creating a trigger is "ticket" "is". where are all the other conditions?  I want to create a trigger for a tag.

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Lori -

    What plan type are you on? If you're on Essential, you only have access to the default triggers and conditions related to those triggers. Those triggers are outlined here: About the Support default triggers

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  • Wouter
    Comment actions Permalink

    Is there a way for me to activate the trigger when the status doesn't change from a specific status?
    So for example.

    We have a webhook script running that may only be called when the trigger is sent again with the status solved.

    I looked at the conditions and there is not really something that gives me the feeling that is should be used for my usecase.

     

    The one thing that might be it but I really don't know for sure is the following : 
    `status` -> `is not changed from` -> `solved`.

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  • Jessie Schutz
    Comment actions Permalink

    Hey Wouter!

    As long as the condition in the trigger is Status > is > Solved (rather than Status > changed to > Solved, the trigger will run any time the ticket is updated with a Solved status. This goes for any ticket status.

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  • Wouter
    Comment actions Permalink

    Hello Jessie,

    But that also means the trigger will run when it is set to update for the first time.
    We would like to only run the trigger when the status was solved and is submitted again as solved.

    So it doesn't change the status.
    Hopefully this makes actual sense.

    If this is not possible I will change the webhook script :)

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  • Heather Rommel
    Comment actions Permalink

    Hi Wouter, You're right. I think I would try the `status` -> `is not changed from` -> `solved` condition as you mentioned earlier.  I would test it for sure!  Let us know how it works out.

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  • Anurag Toshniwal
    Comment actions Permalink

    Hi, 

    My question is about how to implement a change if a certain condition is changed.

    Priority field has 4 values; Urgent, High, Normal, Low.

    My Org wants that when the ticket priority is changed, a tag on that ticket must change with it.

    Eg;

    1. ticket created (holds New status)
    2. agent takes ownership of ticket (ticket status updated to Open)
    3. agent adds priority to Low [this should add a `Sev4` tag to the ticket from trigger]
    4. in a few days, ticket is escalated and becomes a High priority ticket [this should update the existing `Sev4` tag to `Sev2`]

    How can I implement that?

    Thanks!

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  • Heather Rommel
    Comment actions Permalink

    Hi @Anurag

    You're not the only one that wants this kind of thing. Happens all the time.  I'm not sure if you're just using the Sev1/Sev2/Sev3/Sev4 tags as stand alone tags or not, this might change slightly if those tags are associated with a custom field-- Assuming they are stand-alone tags:

    Trigger 1

    Upon Ticket Update

    Priority is changed to -normal-

    Remove tags sev1, sev3, sev4

    Add tags sev2

     

    Trigger 2

    Upon Ticket Update

    Priority is changed to -Low-

    Remove tags sev2, sev3, sev4

    Add tags sev1

     

    Do the same for the other 2 priority changes.

     

    That should do the trick! Hope this helps.

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  • Anurag Toshniwal
    Comment actions Permalink

    @Heather R
    Thanks for the quick response.

    I'll be using them as stand-alone tags.

    I was thinking more on the lines of having 1 single trigger to facilitate this. Would that be possible?

    Thanks!


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  • Heather Rommel
    Comment actions Permalink

    @Anurag, 

    I don't think one trigger for this is possible.... You might be lucky there's only 4! Some of my processes take many more than four! :D)

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  • Anurag Toshniwal
    Comment actions Permalink

    @Heather R

    Wow, that would be complex!

    Thanks for the help on this though. I've already implemented this per your suggestion. Have a good day!

     

     

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  • Devan - Community Manager
    Comment actions Permalink

    Hello Brian,

    So from what you described, this should be 100% possible. You would need one trigger for the state and one for the country as they are separate tags, but aside from that detail, you should be able to accomplish this without the need of a third party app or custom code. Let me know if there is anything else I can assist you with and have a great day!

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  • Brian McGinley
    Comment actions Permalink

    Hey Devan, 

    Thanks for the response. But I am still a bit unclear how you can pull it off without building a single trigger for each county and state. Is that what you are suggesting? I would have over 200 triggers for setting just this one field. 

     

    Instead, I am trying to build one list on the Organizational level now, and have it as an Organization Field that would auto-fill once a requester was selected (saving me trigger builds). The only thing I am worried about is if n custom organizational field can be referenced when trying to populate a field in Jira.

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  • James Pullman
    Comment actions Permalink

    Are light agents considered "non-restricted agents" in the sense that if a trigger is added to email "all non restricted agents" would they be notified?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey James,

    Light-agents would be considered a restricted agent, therefore they would not get a notification using the "non-restricted agents" action. If you would like to notify the light-agent, you can try using the Notify Group action which would notify them if they belong to the appropriate group.

    Otherwise CC'ing them to the ticket would also send them a CC notification email.

    Hope this helps!

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  • Ahamed NA
    Comment actions Permalink

    Hi,

    While creating a Trigger, In Conditions, if i select "Subject text" &"Contains the following string", Is it possible to use Regular expression in text box.. for ex: to filter the subject that starts with "IT" can i enter as ^IT*

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Ahamed,

    You won't be able to use regular expressions with the Subject text" &"Contains the following string condition. If you attempt to use ^IT* your trigger will look for that exact string.

    Let me know if you have any other questions!

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  • Jake Ferdinand Diga
    Comment actions Permalink

    Is there a feature/task/trigger that we can  use that would serve as a reminder to work on a certain ticket

     

    exampl;e is if we have not replied to a ticket for a month. 

    task would be: "update customer"

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  • Nicole Jones
    Comment actions Permalink

    Hello,

     

    Will a trigger based on Organizations only fire on the default organization?

    Use Case:
    We have two teams in one instance and we each have our own VIP end users that we want specific actions to occur. We notice if the VIP org we created is not the default, the triggers will not run.

    • Will the triggers only run on the default organization?
    • If so, is there a way around this?

    Thank you!

     

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  • Kay
    Comment actions Permalink

    Hi Nicole,

    That is correct. The triggers run on the organization that is attached to the ticket.
    If that isn't the default organization, those won't run.

    The way around that is create a separate user field. For instance a checkbox or dropdown which says

    • VIP
    • Regular

    If checked, once this user creates a ticket, the tag of that user field is inherited to the ticket.
    Thus you can use that tag in a trigger.

    - Kay

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  • Heather Rommel
    Comment actions Permalink

    Hi Nicole,

    The Trigger will fire off on the tickets associated to the given organization, so if the ticket is auto-created via email or something, it selects the default Organization and yes, that will result in the Trigger not firing if it's configured to fire off a different set of conditions/Organization settings.

    If your agent is working in the Zendesk interface creating the ticket and correctly selects the given Organization when creating the ticket, you'll be fine :D

    If you need this to work on the user regardless of what Organization, I would base my triggers on user profile settings, so create fields on the User level and leverage those. Would that work for you?

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  • Matus Wuscher
    Comment actions Permalink

    It would be probably an  edge case, but is there any possibility to ignore all the text after some specified string so the trigger won't launch if it finds some words after that specific string? 

    For example if someone replies to mail, I would like to set the subject of the mail as the string after which all the text is ignored by the trigger so I can do word spotting in the reply of the customer excluding of the email to which he answers and which is displayed in the ticket. 

     

    Also would be useful if I could ignore some strings in the text - the case is I want the trigger to launch if there is a word for example language I want to launch the trigger. But I don't want to launch it in case there is a string system language so I want to get this string ignored and launch the trigger if the word language is somewhere else in the text. 

    Thank you for any recommendations. Would be much appreciated. 

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  • Oliver Tietze
    Comment actions Permalink

    Sounds like we want regex matching. This would be the most flexible. I'd give my +1 ;)

     

    Oliver

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Matus,

    I did some digging on my end but I wasn't able to track down a way to accomplish what you're looking for. Triggers will look at the full text of the ticket update to check if it contains a keyword or certain string.

    Perhaps someone else can jump in and offer up an alternative solution for you.

    Regards

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  • Kevin
    Comment actions Permalink

    Hello

    I have a question based on the text in this article that I quoted below. Why is it not required to select a problem when selecting the ticket type as "incident"?

    I ask this because if a teammate forgets to select a problem then the ticket does not show up in our views, which are set to not view incidents (I have a system using a custom checkbox field that shows in our views if problems have incidents attached). I am faced with developing a workaround of some kind to collect the "vanished" incidents - easy enough to set up but it begs the question why? It seems that incidents are indeed defined as issues that have more than one occurrence so I do not understand why it is allowed to save a ticket as an isolated incident instead of making the selection of "problem."

    -------

    "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."

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