Triggers: The importance of the 'Ticket is' condition

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  • Russell Duncan

    Is there any way to have a trigger set the ticket priority if the ticket name contains certain words? For example, if a user creates a ticket with the word "urgent" in the name, then the ticket would be created with Urgent set as the priority. I know this can be one with tags, but we're looking for the same functionality with the name field. Thanks.

  • Jessie Schutz

    Hi Russel!

    You can accomplish this using the Ticket: Comment text condition in your trigger:


    This condition will check for the key words you specify in both the subject and description of the ticket - there's no way to specify just one or the other.

    The only thing to remember here is that this will cause the trigger to fire on all tickets that contain that key word, so you might end up with some tickets marked as urgent, even though they shouldn't be.

    Hope that helps!

  • Russell Duncan


    Yes, that is very helpful. Thank you!

  • Edoardo Valvo

    Hi There,


    If I understood correctly the Comment text condition checks both the subject and the description of a ticket. 

    But there is also the subject text condition. Does this also check the description of a ticket?


    If this is the case I miss the logic behind having a comment text condition that checks also the subject of a ticket.

    Hope you can clarify!


    Thank you.

  • James Sanford

    Hey Edoardo!

    The Comment Text condition can check both the subject and description of a ticket.  It will only do so when being used with Ticket Is Created.  If you use Ticket Is Updated, then the Comment Text condition will only apply to the body.  

    Subject Text will only ever check the Subject and will not check the Description of a ticket.  The Subject Text condition can be used with Ticket Is Updated whereas Comment Text would not check the Subject in this situation.

    For a breakdown of each condition in Triggers I recommend Creating and managing triggers for ticket updates and notifications.

    For a breakdown of each condition in Automations I recommend Streamlining workflow with time-based events and automations.

    You may also reference When creating a view or automation, does the condition Ticket: description... only apply to the first comment in the ticket?


  • Claire Smith

    'Comment is present' is ambiguous - does that mean a new comment is present or just there has ever been a comment present?


  • Jessie Schutz

    Hi Claire!

    It means that a new comment is present on the ticket update that is causing the trigger to fire.

    To put it another way, let's say you've created a trigger with Comment is present as a condition. If you submit a ticket update with a new comment, the trigger will fire. If you submit an update with no new comment (just other attributes updated), the trigger will not fire.

    Let us know if you need more help!


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