Feature Request: Enhance trigger "Ticket > Tags" by allowing partial string matching or supporting regular expressions (regex)

Feature Request Summary

Enhance the Ticket > Tags trigger condition by allowing partial string matching or supporting regular expressions (regex) for more flexible and efficient tag filtering.

Use Case

Tickets that are created by the API contain multiple tags. We need to create a trigger that performs specific actions when a ticket has a tag containing the word premium. However, the tags often include prefixes or suffixes in addition to the keyword. For example, a tag might be australia-premium-user instead of just premium.
 

Currently, Zendesk's trigger conditions only allow us to match or exclude entire tags, preventing partial matches. This limitation forces us to create and maintain numerous variations of tags to ensure all relevant tickets are properly identified.
 

To resolve this, we propose adding two new operators:

• A contains operator that allows searching for substrings within tags.
• Regular expression (regex) support to enable advanced pattern matching.

Product limitation or missing feature

The current trigger conditions do not allow searching for a portion of a tag, requiring us to list every possible variation manually. Instead of adding a single premium tag, we must include numerous versions to accommodate different prefixes and suffixes.
 

By introducing the two proposed operators, this limitation would be eliminated, making trigger configurations more flexible and efficient.

Business impact of limitation or missing feature

This limitation increases maintenance efforts and the risk of human error. If an API-generated ticket contains a new variation of the premium tag that is not explicitly included in the trigger, it may not be processed correctly, leading to mismanagement of tickets.

Implementing the requested operators would significantly reduce manual tag management, improving efficiency and accuracy in ticket handling.

Other necessary information or resources

For reference, please see Zendesk’s existing trigger condition documentation [1].

[1] https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference