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

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11 comments

  • Avatar
    Joel Hellman

    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.

  • Avatar
    Jennifer Rowe

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

  • Avatar
    Rebecca

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

  • Avatar
    Cathy Laraway

    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.

  • Avatar
    Paolo

    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?

  • Avatar
    Amanda Yu

    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!

  • Avatar
    Saranya Sarika

    Hi!

    Can we use a comma to search for multiple strings?

  • Avatar
    Graeme Carmichael

    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.

  • Avatar
    Saranya Sarika (Edited )

    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?

     

     

  • Avatar
    Graeme Carmichael

    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.

  • Avatar
    Saranya Sarika

    Graeme

    This is great, makes sense.

    Thank you very much!!

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