| Announced on | Rollout starts | Rollout ends |
| September 26, 2023 | September 26, 2023 | September 26, 2023 |
Zendesk is pleased to announce enhancements to trigger conditions and actions.
What's changing?
Since the launch of lookup relationship fields, you've been able to use the name of records related to tickets via lookup fields or even the presence or lack of a record selected for the field within trigger conditions. Now, you can go one step further and use data from other fields in the related record within your condition and action statements. For context, fields are defined within the related object, and values are added to each of an object's fields when a record is created. Then, when a record is selected in a ticket's lookup relationship field, all of that record's fields are now accessible to triggers.
To make this possible, we restructured the trigger condition and action drop-down menus.
- For conditions, your options are now organized under three headings: Object, Lookup relationships, and Ticket details.
- All ticket fields are available under Object > Ticket.
- Under Lookup relationships you'll find Organization, Requester, and any custom lookup relationship fields you've added to tickets.
- Under Ticket details, you'll find Current user, Received from, and Sent to.
Selecting a value under the lookup relationship heading will return a list of fields on the related object. From this menu level, you can select a field from the related object or record and build your trigger condition around it.
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Similarly, we also restructured the trigger actions drop-down menu to contain the following headings: Object, Lookup relationships, and Other.
- The Object and Lookup relationships headings function the same as they do for conditions.
- Under Other, you'll find Notify by, which contains all of the notification actions.
In the new menu structure, trigger conditions and actions are organized alphabetically within their menu location and remain searchable.
Existing triggers will continue to function exactly as they did before, but the next time you edit them, you'll see the new drop-down menus.
Why is Zendesk making this change?
Zendesk understands that triggers are crucial tools for admins to efficiently manage business processes. Adding all the information that matters to your business as ticket fields to be able to use in business rules isn't sustainable. This solution gives you access to additional data within ticket triggers, enabling you to further customize your workflows without overwhelming agents with too many ticket fields.
What do I need to do?
These changes are being rolled out automatically to all accounts. No action is required. For more information, see Trigger conditions and actions reference.
If you have any questions or need assistance, contact Zendesk Customer Support.