Comment Text String not working in Trigger when bolded

https://support.zendesk.com/hc/en-us/community/posts/4409506988186-Combining-Subject-Text-and-Comment-Text-trigger-conditions

I found the above post where a user mentioned that used ** around the bold text in the trigger comment text string but was not able to get this to work myself.

The issue is that the zendesk instance we have ticket sharing setup with bolds their group call outs. It's causing an issue with our triggers. How do we work around this so I don't have to manually triage.