Trigger recipe: Set priority based on keywords in incoming tickets


  • Jennifer Rowe
    Zendesk Documentation Team

    Thanks, Graeme! :)

  • martin

    Is there an ability to add a comment text condition that looks for a string that includes a linefeed?

    I have automated email coming in to create tickets being created by a web form that sends this:


    and I would like to set a condition for that.

    I did try searching for this string:   Priority/nHigh 
    but that did not work.


  • Devan La Spisa
    Zendesk Community Manager

    Hello Martin,

    If there is something included in the subject line or comment body, you can set up the search condition as you described. I've gone ahead and included an article that should breakdown this process for you in-depth. 

    How does the Comment text condition work in business rules?

    Best regards,


  • ZZ Graeme Carmichael
    Community Moderator


    I would include 2 separate tests under the ALL section.  

    • Comment text>includes the string>Priority:
    • Comment text>includes the string>High 

    It is not the same as one condition testing for a line feed, but including the colon at the end of then first check should reduce the number of false positives.  

  • Per Näslund

    If you don't want to rely on specific keywords, but catch all of the tickets that are talking about your system being down, angry customers or whatever else you are looking for, you can use our AI ticket tagger that works in all languages:


    In our interface you can teach a model to recognize the different types of tickets and then activate it to automatically assign tags in Zendesk based on what you taught it.


Please sign in to leave a comment.

Powered by Zendesk