Workflow recipe: Managing your escalation queue



Edited May 07, 2025


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5 comments

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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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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Exelente de acerca de los organizaciones y lo grupo

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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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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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