Automation conditions and actions reference

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  • Christine
    Zendesk Engineering
    Hi Moe,

    The condition 'Hours Since Assignee Update' will run when there's an update on the ticket by the Ticket Assignee.
    If you want the Automation to run when the ticket assignee is changed from a group and re-assigned to an agent, you can select the condition 'Hours since assigned' instead, then you can add another condition 'Ticket Group > Is/Is Not > [Group]' to make the rule more specific.

  • Jordan Crawford

    I think this article might be missing some conditions.

    I was looking for the definition of Ticket: last modified date vs Tickets: hours since update. It says above for hours since update, that this is ANY update even a trigger or automation.

    Can the same be said for last modified date?

  • Zsa Trias
    Zendesk Customer Care

    Hello Jordan, 

    We don't have the automation condition for "Ticket: last modified date". 
    I suspect this is a custom date field in your account. You can verify that if you go to Admin Center > Object & Rules > Tickets > Fields. 
    You may want to verify from your side what this should be populated with, as this is a custom field created in your account.

  • D.Fitz

    Is there any way to bypass the block on sending an email if the previous comment was internal? 

    When escalating tickets internally we need to send an internal note to the team, as well as sending a templated holding email to customers. It's not possible to add two comments via a macro, so we ideally need the templated email to customers to fire when the macro is applied, but because of this feature - "The email notification is sent only if the update includes a public comment. If the update has a private comment or no comment, the trigger or automation can still fire other actions, but it won't send the notification." - there doesn't seem to be a way to do that. 

    Can we bypass this somehow?

  • Hiedi Kysther
    Zendesk Customer Care
    Hi David! 
    Thanks for reaching out to Zendesk Community! 
    Hiedi here, your Zendesk Advocate! I understand you are having issue with a trigger. No worries! Let me help you with that! 
    For starters, can you help me with the following? 
    1. Do you have a sample ticket where the trigger did not work? If possible, can we have at least 2 ticket samples to review?
    2. Does the trigger previously work? 
    3. Can I get your permission to assume in your account to review the ticket samples and trigger? 
    Thanks! And, I'll look forward to your response! 
    Best regards,

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