Tip Of The Week: Understanding Trigger Conditions

There are two types of conditions available in Zendesk – all conditions and any conditions – and defining these conditions can be a lot like ordering a pizza for you and a few friends, in the way that you need to decide which conditions will get you the result(s) that you want.

For example, you have a few hungry friends over for poker night and you take a quick poll to see what kind of pizza everyone would like.

Meet all of the following conditions

Naturally, everyone wants the pizza to be cooked so “Status is Baked” becomes a condition that must be true and is added below ‘Meet all of the following conditions’.

Next, everyone agrees that the pizza must have cheese, pepperoni and black olives so “Toppings contains at least one of the following cheese”, “Toppings contains at least one of the following pepperoni” and “Toppings contains at least one of the following black olives” are added right below “Status is Baked”. They also unanimously decide that anchovies are a no go so “Toppings contains none of the following anchovies” is added too.

Meetanyof the following conditions

Now that the toppings are in order, they decide that they’ll all be happy if the crust is either thin or hand-tossed so “Type is Thin” and “Type Hand-tossed” are added below ‘Meet any of the following conditions’. This means that only one of these conditions must me true.

The results and pie charts!

In this example the result of the conditions could lead to one or the other of these tasty pies, however you could create a more productive trigger that notifies a user, automatically updates the status of a ticket or assigns a ticket to a specific group.

To get more information about using triggers to streamline your workflow and the difference between any and all conditions, please take a look at thisarticle.