Question
How does the Comment text condition work?
Answer
The Comment text condition allows you to check for the presence of single words and strings of words in either the subject (for the ticket creation) or body of the most recent comment (for subsequent updates). Special characters aren't recognized. Use any of the following operators:
- Contains at least one of the following words (separated by spaces)
- Contains none of the following words (separated by spaces)
- Contains the following string
- Does not contain not the following string
If you combine this condition with Ticket is Created, the Comment text condition looks at both the subject text and the comment text. For more information, see the article: Trigger conditions and actions reference.
Note: To capture multiple phrases with the string conditions, each string of text needs its own condition tied to it. For instance, if you have a condition for "yummy pie," you also need to create a second condition for "pie" if you wanted to fire for both the string or the word under Meet ANY of the following conditions.
Note: The Comment text condition might not be available on all Legacy Support plans. For more information on Legacy plans, see the article: About Zendesk Support plan types.
8 Comments
Does the condition for comment text work on messaging? We are using Flowbuilder widget.
Thanks!
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!
What is the maximum number of words that can be used in one condition?
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!
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?
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!
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
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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