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Workflow recipe: Managing your escalation queue



Edited Jun 21, 2024


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4 comments

The Escalation Triggers match criteria appears to be incorrect based on the way the "Comment" text condition matches (matches based on space, not commas). See here: https://support.zendesk.com/hc/en-us/articles/4408823778458-How-does-the-Comment-text-condition-work-in-business-rules-

Also confirmed this with independent testing.

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Brett Bowser

Zendesk Community Manager

Hey Alen,
 
Thanks for bringing this to our attention! We flagged this article to be updated by our documentation team so they will get this fixed as soon as possible.
 
Cheers!

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Hey! Is there an updated article that outlines the updated trigger logic? There is no "less than" option that I am seeing. 

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Jennifer Rowe

Zendesk Documentation Team

Hi Brie Thompson,

I think you're right, this does need an update since the release of custom ticket statuses.

Try using "Ticket status category" instead of "Ticket status."

That should do the trick. We'll update the article. Thanks for pointing this out!

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