Trigger conditions and actions reference

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44 Comments

  • Dylan

    Thank you, Heather. 

    That makes sense. I take it there's no way to update it in conversation thread.. however it isn't the end of the world. 

     

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  • Joshua Bentley

    Dylan - unfortunately that's correct. Neither Triggers nor Automations can add a comment to a ticket. 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Dylan, Hi Joshua Bentley actually, that's sort of true -but you CAN add a comment to a ticket using a Trigger or Automation if you set up a Target. More on that here (note, you'll have to solve for webhook in the future) (Also note, I've not tested this on Side Conversation tickets and not sure it works on those.

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  • Dave Dyson
    Zendesk Community Manager
    Just to be clear, using a trigger & target to update the same ticket may not always work, and for that reason it's not recommended or supported: Can I use a trigger and a target to update tickets?
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  • Sabra
    Zendesk Customer Care
    Hey Meri!
     
    I would have expected that you would be able to save a trigger that has a condition "Organization | Is | -", like shown below:

     
    If you have a specific example in your account of where you tried adding this condition to a trigger an it wouldn't let you save, I'd be happy to take a closer look! If you do provide an example, I would also ask that you enable account assumption so I can hop into your account and take a look directly. The steps to enable account assumption can be found here: Granting Zendesk temporary access to your account 😊
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  • Iddo Lev

    Hello!
    Did anything change in the targets for actions lately?
    We had an action that updated a custom text field, which stopped working on Dec 27th 2021. 
    Can it be something intentional or is it an anecdotal malfunction?
    Thanks!
    Iddo

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  • Sabra
    Zendesk Customer Care

    Hey Iddo Lev! Since triggers are only able to perform actions to update checkbox, drop-down, and date custom fields, I'm assuming you are using a target that notifies an external source, which after some time, updates the ticket's fields, as updating a ticket directly via a target is not supported: Can I use a trigger and a target to update tickets? That being said, there have not been changes to using Notification: Notify targets actions recently.

    However, in February 2022, all active HTTP targets will be converted to webhooks. HTTP targets will subsequently be deprecated, as mentioned in Announcing the deprecation of HTTP targets and conversion to webhooks

    If you'd like us to take a look at a specific trigger/target in your system, feel free to open a ticket with us so we can take closer look! Contacting Zendesk Customer Support

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  • Chris Exley

    Hello!

    I need to trigger on a custom date field.  I need the condition to be

    <DATE FIELD> => Today

    The only values available by default deal with specific dates; if I use "After or on" the trigger editor pops up a calendar from which to select a specific date.  I need the trigger to be relative to the day on which the ticket is created.

    Is there a way to do this?

    Thanks,
    Chris

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  • Sabra
    Zendesk Customer Care

    Hey Chris Exley! Due to the limitations of custom date field evaluation in triggers, only the condition operators "Is within the next" and "Is within the previous" can be used with relative days. To get as close to your desired behavior as possible, I would recommend the following:

    Due to how data in date fields are stored, you'll need to include "Is within the previous | 1" day so that ticket updates made after 12pm on the same day as the date field will cause the trigger to fire. This may result in a few other edge-case tickets getting caught by the trigger, but should get you close to what you need.

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  • Aleena Khan

    Does anyone have any suggestions on how to modify the Take It trigger to not automatically assigned merged tickets to the person who merged the ticket? I was thinking the only path would be by using tags, but was unsure.

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  • Neil
    Zendesk Customer Care
    Hi Aleena,

    Auto-assigning merged tickets (to the agent who merged it) isn't caused by any Trigger. This is a system initiated ticket event that only applies when both of the merging tickets does not have any assignee. 
    At the moment there is no alternative way to avoid this outcome.
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  • Is there a way to group conditions? For example, what I like about Salesforce is that you can create your conditions, which are numbered. Then, you can specify a logic such as:

    (1 AND 2) AND (3 OR 4)

    Without this, you have to create multiple triggers, unless there's a workaround I'm not aware of.

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  • Dane
    Zendesk Customer Care
    @Allen, 
     
    We don't have a way to group conditions. I definitely get your point on the practicality if we have this feature. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 
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  • Brettany Rhodes

    We have a trigger set up to send a notification to Slack if a ticket is received with "red flag" keywords indicating a high emergency issue is taking place. The notification is working fine, but the agents are requesting the Slack notification contain the red flag word. Is there a way to include a word or phrase when listed as an "ANY" condition for the comment/subject text? Attached are samples of the trigger created and the Slack notification received. Any help would be appreciated.

     

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