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

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13 Comments

  • Saranya Sarika

    Hi!

    Can we use a comma to search for multiple strings?

    0
  • Graeme Carmichael
    Community Moderator

    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

    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
    Community Moderator

    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

    Graeme

    This is great, makes sense.

    Thank you very much!!

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  • Rodger Bradford

    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
    Community Moderator

    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.

    0
  • Rodger Bradford

    @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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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!

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  • Lucila Olhasso

    Hi,

    I'm trying to put together a trigger for when a ticket arrives and contains a certain keyword, a specific tag is applied to it and assigned to the corresponding view.

    Currently Im setting up like this:

    Satisfy ALL of the following conditions: Status is New

    Satisfy ANY of the following conditions Comment text contains at least one of the following words: * Keyword *

    Actions: Add tag * tag *

    It is not working, so there must be something wrong configured

    0
  • Chris Stock
    Community Moderator

    Hi Lucila Olhasso, you can swap out the first condition, Status-Is-New, for Ticket-Is-Created. Then, if you've only got one keyword then you can include that step in the 'ALL' conditions too. Your action should be fine as it is.

    This should work.

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