Combining Subject Text and Comment Text trigger conditions

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4 Comentários

  • Brett Bowser
    Zendesk Community Team

    Hey Mark,

    I just did some testing in my own account but I was not able to replicate this issue on my end. I used the same conditions that were referenced in your screenshot and has my trigger set up to just tag the ticket. Here are a couple of screenshots below:

    I'm wondering if there was some additional spacing in the trigger or the comment text that could be preventing it from firing.

    Let me know if you continue to experience issues.

    Thanks!

    0
  • Graeme Carmichael
    Community Moderator

    Mark

    Just in case it helps someone. I cannot recreate this. Even with the bold  on Tags I can get the trigger to fire.

    But I am just emailing the ticket to Support rather than using the API.

    0
  • 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.

     

    2
  • Brett Bowser
    Zendesk Community Team

    That's good to know. Thanks for sharing Mark!

    0

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