trigger for new ticket created by us, not a user

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  • Guy Dee
    Zendesk team member

    Hi Jenna!

    We have an article which addresses this exact use case. In short, you'll need two triggers: One for tickets created by the customer, and one for tickets created by the agent.

    The trigger for tickets created by customers needs to have the condition Requester > Is > (current user) added to the Meet ALL of the following conditions section. This limits the trigger to fire only when the person creating the ticket is also the requester, which is true when customers create their own tickets.

    The trigger for tickets created by agents needs to have the opposite condition, Requester > Is not > (current user), added to the Meet ALL of the following conditions section. This limits the trigger to fire only when the person creating the ticket is not also the requester, which is true when agents create tickets on behalf of other users.

    The article I linked includes detailed examples; I'd recommend following along with that guide, and please let me know if you have questions!

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