How does the Comment text condition work?
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.
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.