How do I create a trigger based on a ticket subject?

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17 Comments

  • Joel Hellman
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    Recently Zendesk added native support for searching only the subject string!

    So to summarize, there are now two conditions to match against subject:

    • Comment text... will look through comments and subject
    • Subject text... will only look at the subject

    Also not documented, but note that a string like Äsch won't be matched by condition äsch, while a string like Test will be matched by condition test.  

    That is, search doesn't seem to recognize lower and upper case letters that are outside of the US character set.

    5
  • Jennifer Rowe
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    Thank you, Joel! You are a step ahead of us, as usual. :)

    0
  • Rebecca
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    Thanks Joel! We've updated the article to reflect this change. 

    0
  • Cathy Laraway
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    Will this option be made available in the View section? To be able to create views based on ticket: subject text would come in quite handy as well.

    1
  • Paolo
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    I don't seam to be able to do this operation anymore and also the trigger I create few months ago has been deactivated.

     

    Why?

    0
  • Amanda Yu
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    Hi Paolo! Sorry to hear that you're running into an issue with one of your triggers. I'm going to open a up a ticket for us to troubleshoot that. Be on the lookout for an email from me soon!

    0
  • Saranya Sarika
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    Hi!

    Can we use a comma to search for multiple strings?

    0
  • Graeme Carmichael
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    Saranya 

    For the contains\does not contain the following string, use the ANY section and place your strings in separate conditions rather than separate with commas. 

    For example,

    Meets ANY Condition

    • Ticket subject contains the following string AAA
    • Ticket subject contains the following string BBB

    This will be true if the subject contains AAA or BBB.

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  • Saranya Sarika
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    Hey Graeme, thanks for your response!

    So we have tickets coming in through certain emails going to a group L1 with priority low but we need the tickets with subject text AAA or BBB to go to L2 with a higher priority. 

    As such, the trigger I am trying to create is based on the subject and if it isn't in the Meets ALL conditions, then it won't work as we need because this trigger would then affect any ticket that comes through these two email channels.

    Any pointers?

     

     

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  • Graeme Carmichael
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    Saranya

    You will need to use a few triggers and be careful on their order if you want to avoid unnecessary allocations to groups.

    Start with your L2 triggers.

    ALL Conditions

    • Ticket is created
    • Received at address1

    ANY Conditions

    • Ticket subject contains the following string AAA
    • Ticket subject contains the following string BBB

    ACTION

    • Priority High
    • Group L2

    Create a further trigger for the second support address using the same conditions and actions.

    Place the L1 triggers below these triggers.

    ALL conditions

    • Ticket is created
    • Group is blank

    ANY conditions

    • Received at address1
    • Received at address2

    ACTIONS

    • Priority Low
    • Group L1

    For L1, checking that the group is blank ensures that the the L2 tickets routed by the earlier triggers are not actioned.

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  • Saranya Sarika
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    Graeme

    This is great, makes sense.

    Thank you very much!!

    0
  • Rodger Bradford
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    Hello, I cannot seem to find Ticket:Subject Text in the pull down list of trigger criteria.  Am I missing something?

    Our company is on the Enterprise plan. 

    0
  • Graeme Carmichael
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    Rodger

    The fields in that drop down are in a crazy order. But you can type part of the field name to find it easier.

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  • Rodger Bradford
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    @GraemeCarmichael - Thank you for the suggestion but I have looked through our list about a dozen times and used the search method that you have recommended.  The field does not exist.  Should I make a ticket with Zendesk?

    0
  • Brett - Community Manager
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    Hi Rodger,

    I'll go ahead and create a ticket on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

    2
  • Franco Landa
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    When using "Contains at least one of the following words", does that work for sets of numbers that can be in the Subject text, too? For example: 3010 3020 3030

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  • Brett - Community Manager
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    Hi Franco,

    Numbers will be included, however, it has to be an exact match for the Trigger to fire. Meaning if the number on the ticket is 3021 and the Trigger is looking for 3020, then it would not fire.

    Let me know if you have any other questions!

    0

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