Help Center post channel in trigger conditions

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5 Comments

  • Sheldon Dickinson

    Would also like to know about this, as well as whether there are any Help Centre related merge tags (post content, poster, etc)

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  • Nicole S.
    Zendesk Community Team

    Hey Sheldon - 

    We added a few things to the article above; let us know if that better answers your question. 

     

    0
  • Justin

    Can you clarify the difference between "Channel" and "Update via"?

    I assume the following in this context but please correct me if I am wrong.

    Channel > Is Help Center post

    • Fires only when a new ticket is created from the Help Center

    Update via > Is Help Center post

    • Fires only when a ticket already exists, but is updated from the Help Center

    Ticket > Is > Created 
    Update via > Is Help Center post

    • Can never fire as these events are contradictory

    Ticket > Is > Updated 
    Channel > Is Help Center post

    • Can never fire as these events are contradictory

    Thanks,
    Justin

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  • Stephen Fusco
    Zendesk team member

    Hi Justin, 

    Thanks for your question! 

    Channel is the channel the ticket was created through. It’s the same throughout the life of the ticket. Think of it as where the ticket originated rather than as a creation event. 

    Update via is the channel through which the ticket was updated right now. It’s potentially different for every update.

    Channel > Is Help Center post

    • This condition just indicates that the ticket had been created through a help center post. It will cause a trigger to fire on any ticket where that fact is true regardless of whether this is the creation event or an update

    Update via > Is Help Center post

    • so this is kind of a unique case - tickets cannot actually be updated via a help center post so it really doesn't have any application at this time. We may add functionality to do this in the future but for now it is just a placeholder and doesn't really have any application.

    Ticket > Is > Created 
    Update via > Is Help Center post

    • For the reason stated above this wouldn't really do anything. The correct combination would be Ticket > is > created and channel > is > help center post. This will cause the trigger to fire when the ticket is created from a help center post. 

    Ticket > Is > Updated 
    Channel > Is Help Center post

    • This one actually would work. The trigger would fire for any update on a ticket that originated from a help center post. 
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  • Justin

    Hi Stephen,

    Thank you so much for the clarification, it makes sense now.

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