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Ticket trigger conditions and actions reference



Edited Feb 20, 2025


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102 comments

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

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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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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

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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So I'm going to do it differently or not. But it would be really interesting to have it. Thank you for the feedback Dainne Kiara Lucena-Laxamana 

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For the condition “Does not contain the following string”, is it possible to add multiple strings and separate them with a comma? Or does each string have to go in a separate line?
 

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Hi Tami,
 
I hope you're having a great day! I wanted to share some helpful information with you. When it comes to capturing multiple phrases with the string conditions, each text string should have its own condition assigned to it. For example, if you have a condition for "yummy pie," you should also create a separate condition for "pie" if you want to trigger actions for both the full string or the individual word under Meet ANY of the following conditions.
 
You may refer to our documentation or article here, https://support.zendesk.com/hc/en-us/articles/4408823778458-How-does-the-Comment-text-condition-work-in-business-rules

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Hi, I am trying to create a trigger based on 2 conditions: a new comment that contains a specific string (done) and that comment is received after more than 60 minutes since the ticket creation time.
I cannot find how to set up the 2nd condition, can I get some help?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

HI Loc Mai 

Triggers don't have any time-based conditions you can use. You can try using Automations instead which is our timebased business rule: About automations and how they work

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Hello Loc Mai 

 

As Dianne has confirmed there isn't a time-based condition for triggers.  Triggers run at the time of ticket update, Automation can be set to run a certain amount of time after an update or event.

 

My suggestion is to use a combination of triggers and automation with a tag for the 60 minute aspect.

 

Trigger 1: - Add a tag (for example “create_60min”) to the ticket when it is created.

Automation: Remove the tag, when hours since created is more than 1.

Trigger 2: - Ticket is updated with a comment and ticket contains tag “create_60min”.

 

Hope this helps.

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Hi,

I have created a trigger to add a specific tag for all tickets generated by Integration with TrustPilot so they are routed to a specific View.

The problem is that for tickets in that View the agent is not able to add any other tags to the initial one and can't change the Case Reason either 

The agent has permissions to add and remove tags on tickets. I can confirm the agent can add and remove tags in other Views.

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We need to create a trigger that will tag inactive messaging tickets to move them to the email tickets group, and another trigger that will tag messaging tickets that have been reopened by the end user via email or via messaging, so that we'll know to move these tickets to email tickets group as well.

 

Our team is not using Omnichannel. It didn't work out with our needs.

 

Thank you for your help!

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It seems it is not possible to match a trigger on a custom field's contents if that field is of type Text or regex.

Oddly, you cannot test for text matches on these types of fields, only presence or absence, which makes their utility very low.

 

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