Announcing the "is not" operator for the trigger condition "Received at"

Announced on	Rollout starts	Rollout ends
March 21, 2023	March 13, 2023	March 23, 2023

We are excited to announce the "is not" operator for the Received at trigger condition.

What's changing?

The Received at trigger condition has always supported the operator "Is." Now, you can also use the operator "Is not."

The way the Received at condition works isn't changing. It still checks the email address from which the ticket was received. For more information, see Trigger conditions and actions reference.

Why is Zendesk making this change?

Prior to supporting the "Is not" operator, admins were forced to create inclusive conditions for each Received at email in their workflow. This is time consuming and inefficient when more than a single email address is involved. Adding the negative ("Is not") operator enables admins to create a single condition when they want to exclude specific email addresses.

After you update your triggers to exclude email addresses rather than explicitly include certain addresses, you won't need to edit the triggers every time a new email needs to be included in your workflow.

What do I need to do?

No action is required. This change is rolling out automatically to all accounts. If you have any questions, contact Zendesk Customer Support.