Ticket trigger conditions and actions reference

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This article describes the different conditions and actions you can use when creating ticket triggers. For information on creating new ticket triggers, see Creating ticket triggers for automatic ticket updates and notifications.

This article contains the following sections:

• Building ticket trigger condition statements
• Building ticket trigger action statements

Building ticket trigger condition statements

Condition statements consist of condition categories, field operators, and values. The available values vary by the category selected. Condition statements are essentially ‘if’ statements that return all tickets that meet the specified criteria.

For condition statements such as Ticket > Status, Ticket > Group, and Ticket > Assignee, the trigger fires whenever the condition is changed. Changed refers to any update made to the value, even if the value previously did not exist. For example the Ticket > Group trigger condition fires even if a ticket is created and a group is assigned to it for the first time.

Table 1. Trigger Conditions

Condition	Description
Object
Ticket > Agent replies (Not available on Team plans)	The number of public agent replies to a comment from another customer or agent within Support tickets.
Ticket > Assignee	The assignee values are:  (—) indicates that the ticket is unassigned. (requester) is the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example. Agent name is the actual name of the person assigned to the ticket. Additional value for views: (current user) is the person who last updated the ticket. The (current user) changes each time someone different updates the ticket. The update can be made by any agent or end-user with access to the ticket.
Ticket > Assignee stations (Not available on Team plans)	The number of different agents to which a ticket has been assigned.
Ticket > Attachment	Checks whether or not the ticket update has any attachments. Both appended and inline attachments are included, with the exception of inline attachments that are added to the ticket using a macro.
Ticket > Brand (Not available on Team plans)	Checks whether a ticket is associated with the specified brand.
Ticket > CC	Checks whether or not the ticket has any CCs on it at the time the trigger runs. It does not check for followers or @mentions.
Ticket > Channel	Where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the ticket channels you can configure, see About Zendesk channels and Understanding ticket channels in Explore.
Ticket > Channel name	The name of the messaging channel through which the ticket was created. All active social, web, and mobile messaging channels appear in the list.
Ticket > Comment	Returns the type of comment contained in ticket updates. Public is a comment that everyone can see. Private is a comment that only members of the support staff can see. Present (public or private) is used to indicate if the update contains a new comment. Present, and requester can see the comment is used to indicate that the update contains a comment and that it is visible to the requester. This includes private comments, if the requester has permission to view them.
Ticket > Comment text	Checks for the presence of single words and strings of words in the body of a new comment when a ticket is updated. For newly-created tickets, the first comment in the ticket is checked. A previous comment in a ticket is never used to evaluate this condition. The following content is also checked under certain circumstances: For newly-created tickets, if the condition doesn't find a match in the first comment, then the subject text of the ticket is checked. The subject text is considered only if the ticket is newly-created. If a ticket update doesn't include a comment, this condition treats the ticket as if a new, empty comment was added and that empty comment is checked. This condition isn't case sensitive. You can use any of the following operators: Contains at least one of the following words. Use a space to separate multiple words. Contains none of the following words. Use a space to separate multiple words. Contains the following string Does not contain the following string Note: In most languages, words are separated by spaces. When providing words or strings in Han, Katakana, Hiragana, Kanji, or Hangul characters, spaces aren't used as word boundaries except around any Arabic numerals that are included.
Ticket > Due date	Checks whether a due date is or isn't present for the ticket.
Ticket > Custom fields	Custom fields support a subset of operators that vary by custom field type. For all custom field types, you can check to see whether a value is present or not. Additionally, Date fields support most of the other familiar operators, but only evaluate calendar days. Business schedules aren't considered. For drop-down and lookup relationship fields, you can check whether a certain value is or is not set. For multi-select fields, you can check whether certain values are or are not selected. All ticket lookup relationship fields can be selected under Lookup relationships. All other types of custom fields on a ticket are available under Tickets.
Ticket > Form (Enterprise plans only)	Your ticket forms are available as conditions. Select Ticket: Form, then select a specific form. See Creating ticket forms to support multiple request types.
Ticket > Group	The group values are: (—) indicates that no group is assigned to the ticket. Group name is the actual name of the group that is assigned to the ticket. Additional value for views: (current user's group) is all the groups that the agent belongs to.
Ticket > Group stations (Not available on Team plans)	The number of different groups to which a ticket has been assigned.
Ticket > Integration account	Checks the integration account that the ticket came from, such as a specific Facebook page, X (formerly Twitter) handle, or other channel integration account, like Google Play. Select one of your configured integration accounts from the drop-down menu. Note: If there are multiple accounts defined for the same channel type (for example, WhatsApp), tickets can be routed only by channel type, not by a specific integration account.
Ticket > Intent	An AI prediction of what the ticket is about. To see the possible values, open the Intent list tab on the Intent settings page to see the AI Intents list under the Taxonomy values heading. This condition category is available as part of intelligent triage. Does not work with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run during ticket creation?
Ticket > Intent confidence	How likely it is that the intent prediction is correct. Values are High, Medium, and Low. This condition category is available as part of intelligent triage. Does not work with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run during ticket creation?
Ticket > Language	An AI prediction of what language the ticket is written in. To see the possible values, you can go to the Language list tab on the Language settings page. This condition category is available as part of intelligent triage. Does not work with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run during ticket creation?
Ticket > Language confidence	How likely it is that the language prediction is correct. Values are High, Medium, and Low. This condition category is available as part of intelligent triage. Does not work with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run during ticket creation?
Ticket > Number of incidents	Sets a threshold number of incidents on a problem ticket.
Ticket > On a holiday? (Not available on Team plans)	This is set to yes during the full day of the holiday, not just during your normal business hours that day. If you have multiple schedules (Enterprise plans only), this condition category respects the list of holidays set in the schedule applied to the ticket.
Ticket > Priority	There are four values for priority: Low, Normal, High, and Urgent. As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent: Priority is less than Urgent
Ticket > Privacy	Tests whether a ticket has public comments or not. You can select either: Ticket has public comments Ticket has no public comments
Ticket > Received at	Checks the email address from which the ticket was received and the email address from which the ticket was originally received. These values are often, but not always, the same. The ticket can be received from a Zendesk email domain such as [e-mail], or from an external email domain such as [e-mail]. The external email domain must be set up as described in Forwarding incoming email to Zendesk Support or the condition won't work. This condition will work only if the support email address is a valid user address. This condition could be met by an email address in the CC field if it's associated with a user account. Email addresses that aren't associated with a user account (such as Google Groups, aliases, and distribution groups) can't satisfy this condition when in the CC field. Note that this condition doesn't check the channel from which the ticket originated and can be true for tickets that weren't received through email. For example, when using the Select an Address app you can specify a recipient email address and therefore meet this condition even though the ticket was created in the agent interface. If you're using this condition with your main Zendesk support address (the same as your subdomain), the trigger will still fire if an email is received at a different external support address you've configured. This is because all emails received are redirected to your default support address.
Ticket > Reopens (Not available on Team plans)	The number of times a ticket's status changed from Solved to Open or Pending.
Ticket > Satisfaction (Not available on Team plans)	Supports the following customer satisfaction rating values: Unoffered means that the survey has not previously been sent Offered means that the survey has already been sent Bad means that the ticket has received a negative rating Bad with comment means that the ticket has received a negative rating with a comment Good means that the ticket has received a positive rating Good with comment means that the ticket has received a positive rating with a comment
Ticket > Schedule (Enterprise plans only)	If you have set up multiple schedules, this is the schedule applied to the ticket. The available values are the names of your schedules.
Ticket > Sentiment	An AI prediction of how the customer feels about their request. Values are Very Positive, Positive, Neutral, Negative, and Very Negative. This condition category is available as part of intelligent triage. Does not work with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run during ticket creation?
Ticket > Sentiment confidence	How likely it is that the sentiment prediction is correct. Values are High, Medium, and Low. This condition category is available as part of intelligent triage. Does not work with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run during ticket creation?
Ticket > Side conversation (Not available on Team plans)	You can create trigger conditions for side conversations so that assignees know when a side conversation is created, closed, replied to, and reopened. Without them, the agent assigned to the ticket (who, ideally, is also the creator of the side conversation) may have a hard time knowing what’s going on with a particular issue. You can use these trigger condition statements with side conversations: Side conversation | Is | Created Created is the initial state of a newly created side conversation. Side conversation | Is | Closed Closed is the state of a side conversation after the agent clicks the Mark done button to close the side conversation. Side conversation | Is | Replied to Replied to is the state of a side conversation after someone adds a reply. Side conversation | Is | Reopened Reopened is the state of a side conversation after the agent clicks the Reopen button to reopen a side conversation.
Ticket > Status category	Note: If you’ve activated custom ticket statuses, system ticket statues and any ticket statuses you create are grouped into status categories. Each status category has a default ticket status. See Managing ticket statuses. The status category values are: New is the initial status category of a newly created ticket (not assigned to an agent). The Open status category is for grouping ticket statuses that indicate when tickets are ready to be worked on by your support team. The Pending status category is for grouping ticket statuses that are used to indicate that the support team is waiting for the requester to reply. The On-hold status category contains ticket statuses used to indicate that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status category is optional and must be added to your Zendesk (see Adding on-hold ticket status to your Zendesk). The Solved status category contains ticket statuses that indicate that the customer’s issue has been resolved. The Closed status category contains the Closed system ticket status that indicates that the ticket has been locked and cannot be reopened or updated. When selecting a status category, you can use the field operators Less Than and Greater Than to specify a range of tickets based on their status category. New is the lowest value, with values increasing until you get to Closed status category. For example, a condition statement that returns tickets only in the New, Open, and Pending caetegories looks like this: Status category is less than Solved.
Ticket > Status	Note: If you’ve activated custom ticket statuses, existing standard ticket statuses become status categories. If you have existing conditions that use Status, they’re updated to the corresponding Status category. The standard ticket status values are: New is the initial status of a newly created ticket (not assigned to an agent). Open means that the ticket has been assigned to an agent.  Pending is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk account. This status is optional and must be added (see Adding the On-hold ticket status). Solved indicates that the customer’s issue has been resolved. Tickets remain solved until they are closed. Closed means that the ticket has been locked and cannot be reopened or updated. When selecting a status, you can use the field operators Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved.
Ticket > Subject text	Checks for the presence of single words and strings of words in the subject line of the ticket. 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 This condition is not available if the Subject field has been deactivated.
Ticket > Tags	Determine whether tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operators Contains at least one of the following or Contains none of the following. More than one tag can be added. Press Enter between each tag you add.
Ticket > Is	Created or Updated. Created will fire only when a new ticket is created . Updated will fire only when an existing ticket is modified and submitted.
Ticket > Ticket status	If you’ve activated custom ticket statuses, you can select system ticket statuses and new ticket statuses you created as conditions. When selecting a ticket status, you can use the field operators Contains at least one of the following and Contains none of the following and specify multiple ticket statuses. For example, a condition statement that returns tickets with either a specific new or system ticket status may look like this: Ticket status Contains at least one of the following: Open, Dev assigned, Escalated.
Ticket > Type	The ticket type values are: Question Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problem is a support issue that needs to be resolved. Task is used by the support agents to track various tasks.
Ticket > Update via	Checks where the ticket was updated from and can be any of the same sources as the ticket channel condition (above). Autoreply events can't be reliably identified by this condition. Agent replies submitted through the standard interface or Agent Workspace are recorded as updated via the Web channel. In the Agent Workspace, they will appear as updated via Email, but triggers still recognize them as updated via Web. Bulk updates to tickets from the Support interface are recorded as updated via a Web Services (API) channel.
Ticket > Within business hours? (Not available on Team plans)	Yes or No. This condition is available if an administrator has set business hours. If you are on an Enterprise plan and have multiple schedules, the "within business hours" conditions are based on the schedule that is applied to the ticket (see Applying your schedules to tickets).
Ticket > Within (schedule) (Enterprise plans only)	If you have set up multiple schedules, this allows you to compare the ticket update time to any schedule, not just the schedule applied to the ticket. The available values are the names of your schedules.
Lookup relationships
Custom object > Custom object (record)	For custom objects related to tickets, the custom object's records are available as conditions.
Custom object > Custom field	For custom objects related to tickets, the custom object's fields are available as conditions. Custom date field conditions always refer to calendar days; business hours and schedules aren't considered.
Organization > Organization (record)	The organization values are: (—) indicates that no organization has been added to the ticket. If you have multiple organizations, (—) displays for a certain number of organizations, but is a blank value above that number. If you have a large number of organizations, start typing the organization name to find a match. Organization name is the name of an organization.
Organization > Custom fields	Custom organization fields are available as conditions. If the trigger includes this condition, but the ticket isn't associated with an organization, the trigger does not fire. Custom date field conditions always refer to calendar days; business hours and schedules aren't considered.
Requester > Requester (record)	Checks the Requester field on the ticket. The requester values are: (assignee) is the person assigned to the ticket. The condition statement ‘Requester is Assignee’ is true if the requester is also the person assigned to the ticket.  This is possible if an agent created a ticket and was then assigned to it. Agent name is the actual name of the agent. Additional value for views: (current user) is the requester of the ticket. The trigger will fire whenever that person updates the ticket.
Requester > Custom fields	Custom user fields are available as conditions. Custom date field conditions always refer to calendar days; business hours and schedules aren't considered.
Requester > Is verified by X Corp	Verifies that the requester is a verified X (formerly Twitter) account.
Requester > Number of X Corp followers	The number of the requester’s X (formerly Twitter) followers.
Requester > Number of tweets	The total number of the requester’s tweets.
Requester > Language	The language preference of the person who submitted the request.
Requester > Role	The role of the ticket requester. The role type can be agent, admin, or end-user. Additionally, if you're using light agents, the light agent role type is available.
Requester > Time zone	The time zone of the ticket requester.
Ticket > Lookup relationship fields	Ticket lookup relationship fields are available as conditions.
Ticket details
Ticket details > Current user	You can select any of the following for the type of user that last updated the ticket: (agent) is a support staff member. (end user) is anyone who is a registered user and not an agent or an administrator. They can only submit and track tickets and communicate with agents publicly (meaning their comments can never be private). Agent name is the actual name of an agent. If a ticket is created by an internal system event such as voicemail, the Current user condition is not applied. When a voicemail ticket is created, the first comment on the ticket is added by Support as a private comment and includes the voicemail recording, but Support doesn't interpret the comment as being from a user. The Current user condition is not supported when the ticket is from a messaging channel.
Ticket sharing > Sent to	Checks whether a ticket was shared to another Zendesk via a specific ticket sharing agreement.
Ticket sharing > Received from	Checks whether a ticket was shared from another Zendesk via a specific ticket sharing agreement.

Building ticket trigger action statements

Action statements define what occurs if all the condition statements are true and the ticket trigger fires. You can think of action statements as ‘then’ statements – if all of your conditions are true then perform these actions to update the ticket and optionally send notifications.

Table 2. Trigger actions

Action	Description
Object
Ticket > Add CC	Add an agent or the current user to copy on the ticket update. This action is available when CCs are enabled on tickets.
Ticket > Add follower	Add an agent or the current user as a follower on the ticket update. This action is available when followers are enabled on tickets. When followers are enabled, the Ticket: Add follower action replaces the Ticket: Add CC action.
Ticket > Add skills	The skills you want to add to a ticket and their priority for skill timeouts. Any existing skills on the ticket are unaffected. This action is available when omnichannel routing is enabled and you've created at least one skill.
Ticket > Add tags	The tags you want to add to the existing list of tags (if any).  Tags must be separated with spaces.
Ticket > Assignee	You can set the assignee to any of the following: (—) or leaving the field empty is used to set assignee to no one (unassigned) (requester) is the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example. Agent name is the agent to be assigned the ticket. Additional value for triggers and macros: (current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated.
Ticket > Autoreply (Advanced AI add-on only)	Add a public comment to the ticket to attempt to directly answer the customer’s request. For more information about using this action, see Adding a public comment to a ticket using a trigger.
Ticket > Brand (Not available on Team plans)	Add a brand to the ticket.
Ticket > Form (Enterprise plans only)	Your ticket forms are available as actions. Select a specific form. See Creating ticket forms to support multiple request types.
Ticket > Custom fields	Checkbox, drop-down, text, number, and date custom fields are available as actions. Custom date field actions always refer to calendar days; business hours and schedules aren't considered.
Ticket > Group	You can set groups to any of the following: (—) is used to unassign a group (if one has already been assigned) Group name is the actual name of the group that is assigned to the ticket. Additional value for macros: (current user’s groups) is all the groups to which the agent who is updating the ticket belongs.
Ticket > Internal note (Advanced AI add-on only)	Add an internal note to the ticket. For more information about using this action, see Adding an internal note to a ticket using a trigger.
Ticket > Priority	The priority can be set to Low, Normal, High or Urgent
Ticket > Remove tags	The tags that you want removed from the existing list of tags contained in the ticket (if any).  Tags must be separated with spaces.
Ticket > Satisfaction	You can set this action to: offered to requester. This indicates that the survey request has been sent to the ticket requester.
Ticket > Remove skills	The skills you want to remove from the ticket. This action is available when omnichannel routing is enabled and you've created at least one skill.
Ticket > Set schedule (Enterprise plans only)	Your schedules are available as actions. Select Ticket: Set schedule, then select a specific schedule. When you set up multiple schedules, you must create triggers to apply your schedules to tickets. See Setting your schedule with business hours and holidays.
Ticket > Set skills	The skills you want to insert into the ticket and their priority for skill timeouts. The set skills action deletes all skills currently applied to the ticket and replaces them. This action is available when omnichannel routing is enabled and you've created at least one skill.
Ticket > Set tags	The tags you want to insert into the ticket. The set tag action deletes all tags currently applied to the ticket, or associated with any ticket fields, and replaces them. Tags must be separated with spaces.
Ticket > Share ticket with (Enterprise plans only)	Share the ticket with the specified account. Requires that a ticket sharing agreement be in place. See Sharing tickets with other Support accounts and Using business rules to share tickets.
Ticket > Side conversation via email (Not available on Team plans)	Create an email side conversation. Available only when email side conversations are enabled. When using this action, you must include content in the email message for the side converation to be created. We suggest also adding a Ticket: Add tags action that adds a tag, such as "triggered_sc" that can be used in a Tags | Contains none of the following | triggered_sc condition to prevent triggers from creating unnecessary side conversations. Note: When using this action, the Side conversation | is | Created condition is suppressed.
Ticket > Side conversation via child ticket (Not available on Team plans)	Create a child ticket side conversation. Available only when child ticket side conversations are enabled. It's best to use a ticket that is already assigned to an agent as the parent ticket. If a child ticket is created for a parent ticket that hasn't been assigned to an agent or group, the child ticket's requester is set to the Zendesk System User. It's also best practice to include an action that assigns an agent or group for the child ticket created by this action. When using this action, we suggest also adding a Ticket: Add tags action that adds a tag, such as "triggered_sc" that can be used in a Tags | Contains none of the following | triggered_sc condition to prevent triggers from creating unnecessary side conversations. Note: When using this action, the Side conversation | is | Created condition is suppressed.
Ticket > Status category	Note: If you’ve activated custom ticket statuses, system ticket statues and any ticket statuses you create are grouped into status categories. Each status category has a default ticket status. See Managing ticket statuses. When you use a status category as an action, the ticket status is set to the category's default ticket status. The status category values are: New is the initial status category of a newly created ticket (not assigned to an agent). The Open status category is for grouping ticket statuses that indicate when tickets are ready to be worked on by your support team. The Pending status category is for grouping ticket statuses that are used to indicate that the support team is waiting for the requester to reply. The On-hold status category contains ticket statuses used to indicate that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status category is optional and must be added to your Zendesk (see Adding on-hold ticket status to your Zendesk). The Solved status category contains ticket statuses that indicate that the customer’s issue has been resolved. The Closed status category contains the Closed system ticket status that indicates that the ticket has been locked and cannot be reopened or updated.
Ticket > Status	Note: If you’ve activated custom ticket statuses, existing system ticket statuses become status categories. If you have existing actions that use Status, they’re updated to the default status of the corresponding Status category. The system ticket status values can be set to the following: New is the initial status of a newly created ticket (not assigned to an agent). Open means that the ticket has been assigned to an agent.  Pending is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. Solved indicates that the customer’s issue has been resolved. The ticket is solved even if required ticket fields are still blank. Tickets remain solved until they are closed. When tickets are closed is based on business rules you define for this step in the workflow, using automations. Closed means that the ticket has been locked and cannot be reopened or updated.
Ticket > Ticket status	If you’ve activated custom ticket statuses, you can specify actions that set the ticket status to a new or system status.
Ticket > Type	The type can be set to the following: Question Incident indicates that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problem is a support issue that needs to be resolved. Task is used by the support agents to track various tasks.
Lookup relationship
Custom object > Custom object (record)	Select a custom object record to relate to the ticket.
Organization > Custom fields	Custom organization fields are available as actions. If the trigger includes this action, but the ticket isn't associated with an organization, the trigger does not fire. Custom date field actions always refer to calendar days; business hours and schedules aren't considered.
Requester > Language	Set the requester's language to one of your supported languages.
Requester > Custom fields	Custom user fields are available as actions. Custom date field actions always refer to calendar days; business hours and schedules aren't considered.
Ticket > Lookup relationship fields	Ticket lookup relationship fields are available as actions.
Other
Notify by > Active webhook	Set the active webhook to notify. For more information about using webhooks, see Creating a webhook. If you select a different notification destination when editing a trigger, the body text will reset.
Notify by > Autoreply with articles	Sends an automated email response to the customer's request. The email contains help center article suggestions to help the customer resolve their issue. For more information about email autoreplies, see Configuring email autoreplies to deflect requests.
Notify by > External target	Set the external email target to notify. For more information about using email targets, see Notifying external email targets. If you select a different notification destination when editing a trigger, the body text will reset.
Notify by > Group email	You can set email group to any of the following: (assigned group) is a reference to the assign group. Email group name is the actual name of a group. If you select a different notification destination when editing a trigger, the body text will reset. See Understanding how to format email notifications.
Notify by > Group text	If you are using Zendesk Text, you can configure a text to be sent to a group of users when the trigger conditions are met (see Using Text notifications with triggers: Recipes and tips).
Notify by > Request messaging rating	Sends an automated satisfaction survey at the end of the conversation. See About the CSAT (Customer Satisfaction) user experience for email and messaging.
Notify by > Tweet	Respond to the X (formerly Twitter) requester with a Tweet. An @mention, and shortened ticket URL are added to the message so make sure to stay within the maximum Tweet length.
Notify by > User email	You can set the email user to any of the following: (requester) is the ticket requester. (assignee) is the agent assigned to the ticket. Email user name is the actual registered name of the agent who will receive the email. Additional values for triggers and automations: (current user) is the last person who updated the ticket. (all non-restricted agents) includes all agents that have unrestricted access to the ticket. (requester and CCs) is the ticket requester and any users who are listed as CCs on the ticket. This value is available when CCs and followers is enabled. If CCs and followers is rolled back, the behavior reverts to only emailing the requester and this value is not available. 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's a known limitation for using the Email user + (requester and CCs) action and the Ticket + is + Updated conditions in triggers. When used together, Support suppresses emails to a user if the ticket update is from that same user. This is expected behavior to eliminate redundant emails. For more information about suppression, see Understanding suppression of CCs email notifications. Adding the email user action allows you to enter the email subject and body text. Body text can be formatted using HTML or placeholders. See Using placeholders for more information on formatting with placeholders. If you select a different notification destination when editing a trigger or automation, the body text will reset. See Understanding how to format email notifications.
Notify by > User text	If you are using Zendesk Text, you can configure a text to be sent to the user when the trigger conditions are met (see Using Text notifications with triggers: Recipes and tips).
Notify by > Zendesk integration	When using the Slack for Zendesk Support integration, you can notify Slack users about Zendesk ticket events. Select Notify Zendesk integration and Slack integration from the drop-down lists. See Creating triggers for Slack ticket notifications.