Mark Ellers

Thank you Brett and Graeme - it turns out that the ticket body comment text was being sent to Zendesk in markup. Luckily, the condition filter does read markup language, so I was able to fix this by adding ** around the bold text, as shown below.

 

I'm building a workflow requiring that the Subject Text contains a string of words, and also that the Comment Text contain a specific string of words. When testing the trigger using only the Subject text condition, it works fine, but once I added the condition that the Comment text must also contain a different string of text, the trigger will not fire. 

To be clear, the Comment text string in the example above is not referencing Zendesk tags - the comment body of the tickets being received in our Zendesk via API contain a line of text that will look similar to that.

Is anyone aware of issues combining these two conditions when you need to Meet ALL of the following conditions? Perhaps the colon special character is causing an issue? Is it relevant that in the actual tickets the word "Tags" is in bold text?

Not sure if it's relevant, but the actions of the trigger are notifying two HTTP targets. 

 

Thanks in advance for any insight!

 

EDIT:

This appears to be an issue with either the word Tags being in bold, or the fact that the colon follows the word Tags: because the following conditions work -

 

 

My guess is the bold formatting is throwing it off. This should be a simple enough fix on our end to remove the formatting, but out of curiosity, is there any way to have this condition read the string as is?

I successfully implemented this for my company, however it seems that migrating to the recently updated "CC/Followers experience" breaks this workflow. Any insight on if there is a simple fix/alteration to this workflow to continue auto-cc'ing external email addresses?

 

EDIT: Figured out a much simpler way to achieve this using an HTTP Target

 

URL : https://[your-url-prefix].zendesk.com/api/v2/tickets/{{ticket.id}}.json
Method : PUT
Content type : JSON

 

Then create a trigger with your relevant conditions (ticket is created, subject text contains the following string, etc.), and then the action is -

Notify Target : [HTTP target created with step above]

JSON Message :

{
"ticket": {
"email_ccs": [
{ "user_email": "john.smith@company.com", "user_name": "John Smith", "action": "put"},
{ "user_email": "jim.johnson@company.com", "user_name": "Jim Johnson", "action": "put"}
]
}
}

 

You can use further JSON language to automatically add comment text or tags based on your conditions, although adding tags requires a slightly different URL in a separate HTTP target.