About triggers and how they work

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Candice,

    The easiest solution here would be to use a combination of triggers and targets to send this email notification to an external user. More information can be found in the following article: Notifying external targets

    Let me know if you have any other questions :)

  • Reine Berg
    Comment actions Permalink

    IS this really not possible!?

    I would like ta add an Internal comment så that our users see it when they take the ticket.
    This information is crucial for how to handel the ticket.

    Any condition

    • Organisation is x 


    • Comment:
      This company is not supported by us, inform customer of this, use Macro.


    This seems pretty basic to be honest.

  • Brett - Community Manager
    Comment actions Permalink

    Hey Reine,

    Triggers cannot add an internal comment to the ticket, however, if you were to set up a custom ticket field such as a checkbox you could have this field checked if the Organization is supported and unchecked if it's not. I realize this may not be the solution you're looking and if you do need some assistance setting this up let me know!


  • Bruce Ledbetter
    Comment actions Permalink

    Hi Zendesk!

    I have a trigger that uses a custom webhook (URL Target).   I want it to when an agent adds a public comment to the ticket.  I've added the condition "Comment is Public".    

    My trigger fires when the requester and/or the agent comments.   I've read the docs and tried several conditions but have had no luck.  

    What conditions are available to have my trigger execute only when an agent adds a comment?



  • Dan Ross
    Comment actions Permalink

    Hey Bruce,

    Try adding a condition for Current user *is* (Agent) to have it only fire on agent comments. 

  • Bruce Ledbetter
    Comment actions Permalink

    Hey Dan,

    That worked!  Dunno how I missed this on my own.  Thanks for your quick response!


  • Katerina Papathanasiou
    Comment actions Permalink

    Hi team!

    I was wondering how can we customize the trigger of Notifying all agents of received request WITH the exclusion of two agents (that are both admins). What we need is to keep their inbox a bit more clear and tidy. 

    I have tried to use the condition of Assignee, Requester and Current User IS NOT (name), but I am not sure that actually is the solution.



  • Matt McLean
    Comment actions Permalink


    Customizing the Conditions will not be able to do it, since Conditions just change when the Trigger runs - you need to customize the Actions that are being run.

    The simplest way may just be to keep using the default "Email group" action, but have the specific admins filter their own email using server-side rules based on subject and/or email body, if they have the power to do so in your email system.

    Alternatively, if you have the ability to create a group email address (aka Distribution List) in your email system, you could create a new group with all the correct Agents but neither of the Admins as members, then use the Email Target Action instead of the default "Email group" Action. See screenshots and further explanation below:

    Above: Default "Email group" Action

    Below: "Notify target" Action

    (The "Message" can be exactly what would be in the "Email body" in the 'default' way of doing things.)

    As for setting up your email target, you would simply go to https://[your subdomain].zendesk.com/targets/new/email_target and fill out which email address you want to send to, as well as what you want the subject to be:


    Because the Subject is specified in the Email target and not the Action in the Trigger, you may need to create several targets with the same Email address, e.g. one for ticket has been created, one for ticket has been assigned, one for ticket has been reopened, etc. -- just give each one a descriptive enough title that you can pick it in the "Notify target" Action in your Trigger.

    I hope this helps! As mentioned above, doing things this way isn't as simple as telling the admins to filter their own inboxes, but it could also be used for other purposes - most orgs probably have many more DL's defined in their email system than they have Groups in ZD, and you could use those pre-existing Email DL's in various ways as Email Targets.

  • Brandon Tidd
    Comment actions Permalink

    I love using exclusionary tags for a workflow like this!


    Step 1: Add a tag to the user profile(s) that you want to suppress notifications for (ie "DoNotNotify")

    Step 2: Add an ALL condition to the trigger: Tags contains none of the following "DoNotNotify"

    This should stop notifications from being sent to specific users.  Hope this helps!


  • Christopher Zang
    Comment actions Permalink

    I want to create a trigger that sends out an update if an (external or internal) comment has been added.
    But I don't want to send this update when someone just changed the attributes for a ticket (example: set a tag, or changed the priority, etc.)

    How can I do that?

  • Matt McLean
    Comment actions Permalink


    I believe the condition you are looking for, besides "Ticket Is Updated", is "Comment Is Present (public or private)":

    Usually, "Present, and requester can see the comment" is a better option when your notification is going to be sent to an End User, unless you want to notify the requester even though they can't see the Private note that got added.


    If you also wanted to exclude cases where the requester is the one who made the comment, you could add another condition, "Requester Is not (current user)":

  • Aleksandr Bogatiuk
    Comment actions Permalink


    Short story. I`m using third party add-on, that works perfect in most aspects, but creates too much garbage tags, and I dont want to turn tags off on this add-on, because some of these tags are helpful. So I created a trigger that removes these garbage tags and every day I spend 3-5 mins to update this trigger, adding new tags to trigger to remove. I know it`s not optimal, but it`s not a problem. There are hundreds of tags now in this trigger.

    Article says that there is a limit of 65kb. Question: how can I check the size of my business rules?

  • Ben Van Iten
    Comment actions Permalink

    Hi Aleksandr Bogatiuk,

    There is not a way to check in the product the size of the business rule. Eventually an error would stop you if it went past the allotted size. I've been at Zendesk a few years and have seen some massive business rules, but have still never seen one that was too big so it would take a lot of conditions/actions in order for this to occur.

    That being said, it sounds like new tags are added all the time but perhaps not all of the old ones are still needed? I would recommend clearing out some of the old tags as you go to keep the size of the trigger under control.

    I hope this was helpful - please let us know if we can help further!

  • Lisa Amanda
    Comment actions Permalink


    I'm creating a trigger for whatsapp, which sending a reply notification through whatsapp.

    How to add video or image in the reply?

    I'm using json body for the editor


    Thank you.


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