What is the difference between Created and Updated?

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8 Comments

  • Dave Easey

    I'm confused about the suggestion to add both Create and Update to the Any conditions.
    What is the difference between doing that any not including either of them?

    Isn't the purpose of this condition to restrict to one or the other of Create or Update? If a trigger should run in both cases then there would seem to be no need to add the condition.
    From another support article:

    Understanding when triggers run and fire

    Every time a ticket is created or updated, all of your triggers run in a cycle against that ticket in the order the triggers are listed. A trigger will fire and update the ticket if its conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.

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  • Jim
    Zendesk Customer Care

    Hi Dave!

    If you're going to add both trigger conditions "Ticket | Is | Created" and "Ticket | Is | Updated" under "Meet Any of the following conditions" section, it means that the trigger will still fire; regardless of whether a ticket is created or updated.

    To add more context to this, if you add conditions under the section "Meet Any of the following conditions" in your trigger set-up; one or more of the conditions must be true for the trigger to fire. On the other hand, if you add conditions under "Meet All of the following conditions", all of the conditions must be true for the trigger to fire.

    Best,

    Customer Advocacy Team

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  • Dave Easey

    Hi Jim,

    I think the point of my question is not clear.

    1) This article suggests to add both Create and Update to the Any conditions.
    So the trigger will fire if the ticket was created or updated. 

    2) In the other 'Understanding when triggers run and fire' article you say that 'A trigger will fire and update the ticket if its conditions are met during the cycle. '

    From 2) if the trigger definition is comment added or check box checked (the examples in this thread) then the trigger will fire based on this condition.
    From 2) it does not seem to be necessary to and Create and Update to the Any conditions for the trigger to fire.
    Is this correct or am I missing something?

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  • Jim
    Zendesk Customer Care

    Hi Dave!

    You correct! It isn't necessary to add both conditions "Ticket | Is | Created" and Ticket | Is | Updated" for the trigger to fire. You can either one of them under "Meet All" or "Meet Any, depending on your preferred workflow when you set-up a trigger. The above suggestions are just for the purpose of making sure that the trigger will fire, regardless of whether a ticket is created or updated.

    Best,

    Customer Advocacy Team

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  • Chad Susa (Gravity CX)

    Hi All

    Actually I've always wondered:

    What happens if I don't include the:   'Ticket | Is | Created'   or   'Ticket | Is | Updated'   condition(s) to a trigger?

    Does that mean the trigger will fire if the ticket is either Created or Updated, and therefor negates the need to add those conditions?

    See below for a, hopefully, better explanation.

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  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    @...

    You are right - without this condition, this trigger works at any event!

    Updated event means the ticket is updated (excludes the first created event). Created - limits to the only first created event and not any updated event. 

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  • Emre Aktaş

    Hi Team,

    May i know what is the meaning and differences between "internal comment and ticket updated w/comment" ?

     

     

    Thanks.

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  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hi Emre Aktaş, let me explain. 🤓

    Internal comments metric does count all unique private comments in tickets (aka internal notes). 
    Tickets updated w/ comment counts all unique tickets that have any comment (public or private). 


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