Is Not operator for Comment condition
Feature Request Summary:
Add the "Is Not" operator for the Comment field condition in a Trigger.
Description/Use Cases:
For an email notification trigger, I'd like to include the latest public comment, but only if it is present for the current update (which caused the trigger execution). Otherwise, I don't want to include the latest public comment (since it'll be from a prior update), but still want to send an email with other ticket details.
Business impact of limitation or missing feature:
Unable to send different email messages depending on the (non)existence of a comment.
Other necessary information or resources:
We also discussed the possibility of making this logic using Liquid in the email body, but there is not a way to determine comment presence (at all) in Liquid.
Prior discussion of the lacking functionality - https://support.zendesk.com/hc/en-us/community/posts/4682501615386/comments/4684098661914
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[Edited]
Hi Ryan P. that's a valid feature request, as there doesn't seem to be a way to achieve what you need. As a workaround attempt, I had posted a solution from the top of my head. Now that I reviewed it, it would just create a silly loop.
So the following corrected configuration should work, but only if the agent updates the ticket once, then a different non-agent event takes place (e.g. the requester replies), and the agent updates the ticket again... Which is not ideal, as agents might want to update the ticket a couple of times, consecutively.
Trigger 1: check agent update with public comment
Conditions- Ticket is updated
- Current user is agent
- Tags don't contain "comment_agent_public-true"
- Comment is public
Actions
- Add tag "comment_agent_public-true"
- Remove tags "comment_agent_public-false"
Trigger 2: check agent update without public comment
Conditions- Ticket is updated
- Current user is agent
- Tags don't contain "comment_agent_public-true", "comment_agent_public-false", and "comment_agent_public-notified"
Actions
- Add tag "comment_agent_public-false"
Trigger 3: notify when public comment
Conditions:- Ticket is updated
- Tags contain "comment_agent_public-true"
- Tags don't contain "comment_agent_public-notified"
Actions:
- Notify latest public comment
- Remove tags "comment_agent_public-true" and "comment_agent_public-false"
- Add tags "comment_agent_public-notified"
Trigger 4: notify when no public comment
Conditions:- Ticket is updated
- Tags contain "comment_agent_public-false"
- Tags don't contain "comment_agent_public-notified"
Actions:
- Notify something else / other ticket details
- Remove tags "comment_agent_public-true" and "comment_agent_public-false"
- Add tags "comment_agent_public-notified"
Trigger 5: Remove notification tag
Conditions
- Ticket is updated
- Tags contain "comment_agent_public-notified"
- Current user is not agent
Actions:
- Remove tags "comment_agent_public-notified"
Note: please position these triggers exactly in this order (i.e. Trigger 1 above 2, 2 above 3, etc.).
Apologies for not being able to solve this one -- you have my upvote 🙂
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Thanks Pedro, I actually implemented a very similar solution as what you posted to setup the tags;
- Adds a "public_comment_present" tag with conditions; Comment is Public and Comment is Present
- Adds a "private_comment_present" tag with conditions; Comment is Private and Comment is Present
- Other triggers can use the tags above for condition parameters
- Remove both of the above tags if either is present
It works but I'm still not satisfied that workarounds like this tend to lean onto tags and this functionality isn't just included as a "native" condition. So I appreciate your upvote. 👍
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Are there any new updates on support for the "Comment is not present" trigger condition? I would like to leverage this condition for my use case, and I can't use the workarounds discussed above.
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Hello Zendesk, this is a big missing element widely across the triggers and automations. We have a number of custom date fields for various reasons and need to perform triggers when at ticket IS NOT in a date range or in a previous number of hours/days.
Please elevate this to your dev team soon. Seems strange that we are more than a year since this and that it is such a fundamental shortfall on triggers.
Please help us.
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