Ticket trigger conditions and actions reference



Edited May 02, 2025


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103 comments

Hi Anne-Flore!

Unfortunately, we don't have any conditions in checking if a comment is missing. Our Trigger condition “Comment Text” is only limited to the “Is” function. It doesn't have the “Is not” function yet. 

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Hello. Are there any conditions to identify that a comment is missing? (to create an action for example when a status is updated without comment)

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It would be nice if we could get an option to make comment text case sensitive.

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Thanks Cassie

As admin I find tags are your friend and best way to get triggers and automations to run when required.  Also good for work around on some features in zendesk that haven't been developed yet.  Was working on a project within zendesk recently which sent reminder text messages a day before our site operative visit.  However to prevent the text being sent at shortly after midnight I have 3 automations that run one after the other at a given number of hours after each other.  Tags is how I get them to run only on the right tickets and in the right order.

Have fun in your new admin role.

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Thanks Mike! It worked like a charm. I have actually set up auto replies for the emails to go out with the tag, since they are standard each time. This thread was really helpful. 

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Hi Cassie!
 
I agree with Rolf's solution. Using tags can help point your triggers to which tickets it would only run on.

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Hi Rolf! Thank you so much for your help. 

I am the only agent currently and T&S can only notify me of the list of emails outside of Zendesk.  With your suggestion I realized I can update the auto-reply trigger to exclude the new flagged_for_risk tag I will make.

I was not aware of that ticket tag condition since inheriting admin, and it should solve for the auto response that goes out when creators write in! Seems so simple now, haha. 

Thanks again. 

 

 

 

 

 

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Hello 5344790351642

Welcome to zendesk.

I am guessing that your trust and safety team review the end user when they need to send a new communication to them.  Could the team add a tag, for example, "flagged_for_risk" to the ticket or communication?  This could potentially be performed by a macro.

You could then update the auto reply trigger for suggesting articles to only run if the ticket doesn't include the "flagged_for_risk" tag.

Something like the below.

 

Hope this helps and reply if you need more help.

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Hi There! 

I have an issue with triggers that I could use some insight on. 

Currently we have a form that our users can fill out for support in our ZD support page. Once that is filled out a trigger is initiated for an auto reply that suggests articles from our guide and lets them know we are reviewing their ticket. We love this and do not want to change that. 

We have a need to send an outbound communication to end users who are being flagged for risk by our trust and safety team, but I am unable to send a new ticket to the end user without the trigger initiating the reply from our general support response. It seems I would need to make a separate form with a new trigger but I do not want the end users to be able to see or access that form on our support page. 

Thanks for any advice! Apologies if this is unclear, I am new to ZenDesk! :) 

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Hi, 4464502030618! We're using something like what you're talking about. If you want to ensure that the keywords are based on a user's comments vs. an internal comment, you can include Ticket > Comment Is Public in your "Meet ALL" section.

Hopefully this helps! 

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