Combining Subject Text and Comment Text trigger conditions



  • Brett Bowser
    Zendesk Community Team

    Hey Mark,

    I just did some testing in my own account but I was not able to replicate this issue on my end. I used the same conditions that were referenced in your screenshot and has my trigger set up to just tag the ticket. Here are a couple of screenshots below:

    I'm wondering if there was some additional spacing in the trigger or the comment text that could be preventing it from firing.

    Let me know if you continue to experience issues.


  • Graeme Carmichael
    Community Moderator


    Just in case it helps someone. I cannot recreate this. Even with the bold  on Tags I can get the trigger to fire.

    But I am just emailing the ticket to Support rather than using the API.

  • Mark Ellers

    Thank you Brett and Graeme - it turns out that the ticket body comment text was being sent to Zendesk in markup. Luckily, the condition filter does read markup language, so I was able to fix this by adding ** around the bold text, as shown below.


  • Brett Bowser
    Zendesk Community Team

    That's good to know. Thanks for sharing Mark!


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