Trigger conditions and actions reference

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64 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 Engineering
    @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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  • CJ Johnson

    Is there documentation that covers what the limitations are for triggers? It's very difficult to build things when you cannot tell that some field types cannot be used in triggers. For example, numeric field types are completely unusable for triggers. Is there any kind of list of these types things?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi CJ Johnson!

    At the moment, we don't have any documentation for what we can't use for triggers. I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

     

    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

    -1
  • Dainne Lucena
    Zendesk Customer Care

    Hi Brettany Rhodes

    Try changing *new ticket& to "red flag-new ticket" instead 

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  • Dane
    Zendesk Engineering
    Hi Luke,
     
    The 'Add CC' action was replaced by 'Add Follower' for accounts that has migrated to the new CC experience or accounts that were created after May 2019
     
    Hope this helps.
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  • Luke Tyhurst

    Dane I'm honestly a little confused by that choice. Add CC and Add Follower have fundamentally different functions, so they should not replace each other. Add CC is very much still needed for a lot of Zendesk users. Is there any way to add the Add CC functionality to our Zendesk instance? If we can't get this functionality added, it will very much affect our experience with Zendesk long-term and may force us to consider alternatives. This is a basic feature included in other support systems.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Luke - Can I ask what your use case would be for this, and/or why Add followers wouldn't work for you?
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  • Vamshi R

    Hi, 
     
    I am trying to create an automation, but i'm struck at once place. Below is my scenario.

    • I created 2 custom ticket fields and i want those 2 fields should be enable when we have more than 2 tickets created on same issue in a week. Can anyone assist me on this.
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  • Luke Tyhurst

    Dave Dyson I work at a company that has many distributed teams that do not use the same systems. Our IT team, for example, uses Connectwise and their own built-in support system. The tech team as a whole, though, still wants to have a unified support@business.com email so users don't have to email different contacts. I have set up triggers in Zendesk that filter out emails based on their subject/comment text and assign them to different Zendesk teams (so I don't have to look through IT team tickets in my own queue). We would like to take this a step further and (1) add our IT team as a CC on the email and (2) reply to the email defining that handoff to the customer. Yes, Add Follower is great if your team is all on Zendesk, but I would bet that 90% of Zendesk users have the same situation where some of the teams at their companies do not use Zendesk.

    My question is why exactly did 'Add CC' get removed? Was it causing issues? If it wasn't causing issues, I really don't understand why Zendesk decided to remove necessary functionality that they already developed. We can talk about the differences between Add CC and Add Follower all day, but the main point here is that it would not hurt to have both functions. This genuinely is a huge feature loss that was one of the big reasons I wanted to transition over to Zendesk from other systems we were using. It's a pretty common feature in other systems.

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  • Luke Tyhurst

    Dave Dyson To define it further, here are the main differences between those features:

    - A reply from a CC added to a ticket threads to the original email and allows the CC to talk with the requester/customer.

    - A reply from a follower gets added as a private note, meaning that they cannot communicate with the requester/customer directly.

    - Future Zendesk agent replies to the ticket include CCs in the thread.

    - Future Zendesk agent replies to the ticket do not include followers; followers get a separate email notification.

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  • Dane
    Zendesk Engineering
    Hi Luke,
     
    I definitely understand your point. However, I cannot provide you the specific reason why the feature has been changed.
     
    What I can do for you is offer a workaround that can help out for your use case. 
     
    https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json+?ticket[collaborators]=your@email.com
     
    You can use this endpoint as a URL target to be used as an action on your trigger to add a CC.
     
    Hope this helps!
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  • Luke Tyhurst

    Dane I appreciate that response! With that said, can you please get a direct reason why the Add CC feature was removed? If there is no reason, we would like for it to be added back since it was already built out and removed for seemingly no reason. That is a huge loss of a feature, so this is a high priority issue for us. Yes, we can do the workaround, but that is not a long-term solution for a feature Zendesk already built out for users.

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  • Tommy (Anatolii Binkovskyi)

    The addition of text and number custom fields to the Actions is really great.

    But it would be even better if we could use placeholders to populate such fields. It would improve a lot of different work scenarios. 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Tommy, for the best visibility to our product teams, could you create a post with your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback? Thanks!
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  • Antoine Bousquet

    We have a trigger that, when the ticket is created or updated, send the data to another application (productboard). 

    Is it possible to have triggers that checked what thoses changes are? When a ticket is inactive for 8+ hours, we add a tag to it. However that mean the trigger will be activated. Anyway we can specify that we want it to trigger IF the change is not adding that tag?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Antoine, and welcome to the community!
     
    There's not a built-in way to see if a tag has just been added -- you can only see if a tag is present or not present. I'd suggest having this trigger add its own tag to record that the information has been sent to ProductBoard, and then adding a check to make sure that tag isn't already present in the Conditions section.
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