Trigger conditions should have an option: 'Subject or Comment' text

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Permanently deleted user

Zendesk LuminaryCommunity Moderator

Posted Jan 08, 2023

Currently Trigger conditions are either based on Subject Text or Comment Text. There should also be a single condition that is 'Subject or Comment Text'. 

Use Case: 

The majority of our Triggers that look for specific text don't differentiate between text in the subject vs. text in the comment. This means that for each Trigger we create we have to create double the amount of conditions, one for the subject and another for the comment. 

We have some Triggers that now have 50+ conditions instead of 25-30. 

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      Nicole Saunders

      Hi Manuel - 

      This article might be helpful for you: 

      How does the Comment text condition work in business rules? 

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      Manuel Mora

      Hi Shmuel,

      I'm new to zendesk and have been having trouble getting any triggers that reference Email Body text using the "comment text" field.  Any suggestions for me?

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