Adding the same functionality as the trigger condition of subject to a custom field text


  • Peter Hochstrasser

    It is indeed not very useful to only have conditions is present or is not present on custom fields.
    And even that is not really clear, as the field is present but may be empty - which results, I think, in "is not present". A search facility would broaden the utility of custom fields tremenduously.

  • Sydney Neubauer
    Zendesk Luminary

    This is definitely a much needed feature. We use text fields that are prefilled by an external system. It is always the same so having a condition to trigger off that field would expand our options tremendously


    Is this really the case? How do you suggest setting a trigger based on the value in a text field? Or is there a workaround using a different field type?

  • Emma
    Zendesk Luminary

    The closest thing I can think of is using a webhook to add a comment of that value to the ticket, then a trigger can fire from that comment text.

    Loosely, the flow would be:

    1. Trigger Condition > Custom_field: Present

    1. Trigger Action > Apply webhook with private comment with custom field value

    2. Trigger Condition > Comment text contains string  of custom field value

    2. Trigger Action > whatever business needs....

    A bit convoluted but I think it does the trick.  Godspeed.


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