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How does the Comment text condition work in business rules?



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Claire Miller

Zendesk Customer Care

Edited Aug 19, 2024


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25 comments

Does the condition for comment text work on messaging? We are using Flowbuilder widget.

Thanks!

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Paula! The comment text condition does not work for Messaging at this time. I see we have plans for improvements for the Messaging, however, there is no definite timeline yet.

I recommend following our Announcements (https://support.zendesk.com/hc/en-us/sections/200623776-Announcements) & Release Notes (https://support.zendesk.com/hc/en-us/sections/360004061994-Release-Notes) from time to time to know more about our new features and to receive alerts for all enhancements as they are released. Thank you!

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What is the maximum number of words that can be used in one condition?

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Brett Bowser

Zendesk Community Manager

Hey Roman,

I believe the character limit should be somewhere around 65,535. 
 
If you need more than that, you'd most likely need to add multiple comment text conditions under Meets any of the following conditions.
 
I hope this helps!

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How does Zendesk process the difference between 'string' and 'thisstring'? That is to say, if I have a condition that looks for 'string' and one that excludes 'thisstring', will it still return 'string' tickets? If you want to do the opposite - return 'thisstring' but not 'string', will similar conditions work?

Is there a difference between [word] and [string] in the conditions?

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Gabriel Manlapig

Zendesk Customer Care

Hi Matthew,

To answer your question, if you have a condition that looks for 'string' and one that excludes 'thisstring', will it still return 'string' tickets? - Yes, the trigger will still return the tickets that have the 'string' word.

The condition contains / does not contain at least one of the following words checks the words listed individually while the conditions contain / does not contain string checks a group of words that was listed.

For example, if you have a condition Ticket: Comment text > Contains at least one of the following words > "account delete", this condition will check if the description contains either the word "account" or the word "delete".

Furthermore, if you have a condition Ticket: Comment text > Contains the following string > "account delete", this condition will check if the description contains the whole phrase "account delete".

I hope this helps! Thank you! 

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Sydney Neubauer

Zendesk Luminary

Is there a way to only have the trigger fire on comment text and not subject?

BG: We have a workflow that should only fire if a certain word is mentioned in the comment and not the subject. My thought is to have another condition that Subject text doesn't contain the selected word for it to fire. 

This workflow would only be for updates and not creation if that matters

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Gabriel Manlapig

Zendesk Customer Care

Hi Sydney,
 
At the moment, Trigger condition "Comment text" looks at both the subject text and the comment description text. Since Trigger conditions have the Subject text, you can create another that will exclude a specific subject line and tag it with a unique text that the other trigger will look for before it can run. 

I hope this helps! Thank you!
 

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Hello,

Is there a way to have the condition on a group of text like when using '*' in text searches? (*can't*ship to*PO box*)

For instance, I have the following conditions, but it won't work if the text contains other wording or miss a word in between like 'can't ship to PO Box'.

 

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Zsa Trias

Zendesk Customer Care

Hello Farnaz,

We do not use wildcard characters (*) in the comment text in triggers. 
If the trigger should work even if there were texts in place of the asterisk in (*can't*ship to*PO box*), but all those words/strings should be present in the ticket, you may want to separate them and place them all in Meet [all] of the following conditions. For example: 

While for the other conditions from your screenshot, you may have to create a separate trigger for them if those conditions could also be met in order for the actions to be applied to the ticket. 

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Hi, 

Is the Comment text condition case sensitive?

Eg.
Will it fire on Hello in a ticket, if hello is written in the condition?
Or do we need to add both Hello and hello when we set up the rules? 

 

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Gabriel Manlapig

Zendesk Customer Care

Hi Mads, 
 
This condition is not case sensitive. You can use any of the following operators:
  • Contains at least one of the following words. Use a space (not a comma) to separate multiple words.
  • Contains none of the following words. Use a space (not a comma) to separate multiple words.
  • Contains the following string
  • Contains not the following string
For more information, please see this article: Trigger conditions and actions reference
 
I hope that helps!
 

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Can you set the trigger to only fire when there's no comment? i.e. ""?

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Gabriel Manlapig

Zendesk Customer Care

Hi Gil,
 
We don't have the "Comment > Is not > Present" trigger conditions at the moment. I've taken a look and found that other users are discussing similar needs here:
 
Is Not operator for Comment condition
 
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 
 
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
 
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality. Thank you!
 

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Can it be, that comment text condition trigger only words for public comments? I've been testing with internal note without luck and just realised that this might be the fact. 

Can you please confirm?

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Joyce

Zendesk Customer Care

Hello Tatiana,
 
Yes, you can build your trigger to only fire when a comment text is present on a public reply and not for internal comments. To configure this, add the Comment > is > Public condition in your trigger. Here are the example conditions you can use as a reference:

 

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I'm trying to create a simple triggered autoreply to suggest some articles via e-mail to an enquiry (Either submitted via webform or e-mail to zendesk), based on a few specific words being present in the original message when it was created.  

This works (using “subject text” & “ticket status = new”)



This however doesn't work:



Nor does this:



Am I doing something obviously wrong?

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Neopro 

Are the tickets created in English, does a trigger update them ahead of this trigger? I don't have that as a ticket field, I'm assuming it's custom. 

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mfg  Trigger I assume is related to AI Intent. 
The problem seems to be around “comment text” not detecting the words in the message. 
 

It's the first trigger in the list.

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Hello,

 

Is there a way to lookfor placeholders to find if the mail contains the requester email for example?

 

I would like the trigger to happen when there is {{ticket.requester.email}} for example

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How can I have the following subject line reach to route if it the last word starts with TA vs DC?  

 

Subject line received is:  LTL Central TA0012345 or it could be LTL Central DC0012345 

 

I need to route TA emails to another group, will the “contains the following string” read the entire line or partial? 

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Does the condition for comment text work on messaging channels yet? I do not see an exclusion on it at https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference

 

I have followed the suggestions at https://support.zendesk.com/hc/en-us/community/posts/5138422439706-Trigger-comment-text-does-not-work-with-messaging but it does not help.

 

I need a trigger to fire when a specific word is used through the Instagram Direct channel. All conditions of the trigger manage to fire it, until I add the ‘Comment text’ condition. Please advise.

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Is there a way to differentiate comment text from the customer VS the Agent?  For example, I want to create a trigger for escalations, where the customer specifically uses a phrase like “I would like this ticket escalated”, but I don't want the trigger to fire when an agent says “I've escalated this to a development engineer”. 

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Jeff Singleton 

Use ‘current user’ in the condition with ‘is end user’. 

 

(I'm unsure if this would apply to both requester updates and updates from CCs.)

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Can you use a comment text condition in an automation? I'm trying to  move tickets into a a specific view by adding a tag that is triggered by a certing comment text string.  I need to do it with tickets that already exist in the system. Any suggestions? Thanks! Jen

 

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