Trigger conditions and actions reference

Anton de Young

EditedOctober 04, 2023 12:38

Suite all

This article describes the different conditions and actions you can use when creating triggers. For information on creating new triggers, seeCreating triggers for automatic ticket updates and notifications.

This article contains the following sections:

Building trigger condition statements

Condition statements consist of conditions, field operators, and condition values (these vary depending on the condition selected). Condition statements are essentially ‘if’ statements that return all tickets that meet the specified criteria.

For condition statements such as Ticket: Status, Ticket: Group, and Ticket: Assignee, the trigger will fire whenever the condition ischanged. Changed refers to any update made to the value, even if the value previously did not exist. For example the Ticket: Group trigger condition will fire even if a ticket is created and a group is assigned to it for the first time.

Table 1.Trigger Conditions
Condition	Description
Object
Ticket: Agent replies (Not available on Team plans)	The number of public agent replies to a comment from another customer or agent within Support tickets.
Ticket: Assignee	The assignee values are: (—)indicates that the ticket is unassigned. (requester)is the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example. Agent nameis the actual name of the person assigned to the ticket. Additional value for views: (current user)is the person who last updated the ticket. The(current user)changes each time someone different updates the ticket. The update can be made by any agent or end-user with access to the ticket.
Ticket: Assignee stations (Not available on Team plans)	The number of different agents to which a ticket has been assigned.
Ticket: Attachment	This condition checks whether or not the ticket update has any attachments. Both appended and inline attachments are included, with the exception of inline attachments that are added to the ticket using a macro.
Ticket: Brand (Not available on Team plans)	Checks whether a ticket is associated with the specified brand.
Ticket: CC	This condition checks whether or not the ticket has any CCs on it at the time the trigger runs. It does not check for followers or @mentions.
Ticket: Channel	The ticket channel is where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the ticket channels you can configure, seeAbout Zendesk channelsandUnderstanding ticket channels in Explore.
Ticket: Channel name	The name of the messaging channel through which the ticket was created. All active social, web, and mobile messaging channels appear in the list.
Ticket: Comment	This condition returns the type of comment contained in ticket updates. Publicis a comment that everyone can see. Privateis a comment that only members of the support staff can see. Present (public or private)is used to indicate if the update contains a new comment. Present, and requester can see the commentis used to indicate that the update contains a comment and that it is visible to the requester. This includes private comments, if the requester has permission to view them.
Ticket: Comment text	This condition checks for the presence of single words and strings of words in the body of a new comment when a ticket is updated. For newly-created tickets, the first comment in the ticket is checked. A previous comment in a ticket is never used to evaluate this condition. The following content is also checked under certain circumstances: For newly-created tickets, if the condition doesn't find a match in the first comment, then the subject text of the ticket is checked. The subject text is considered only if the ticket is newly-created. If a ticket update doesn't include a comment, this condition treats the ticket as if a new, empty comment was added and that empty comment is checked. This condition is not case sensitive. You can use any of the following operators: 包含至少一个下面的单词. Use a space (not a comma) to separate multiple words. Contains none of the following words. Use a space (not a comma) to separate multiple words. Contains the following string Contains not the following string
Ticket: Due date	Checks whether a due date is or isn't present for the ticket.
Ticket:Custom fields	Custom fields support a subset of operators that vary by custom field type. For all custom field types, you can check to see whether a value is present or not. Additionally, Date fields support most of the other familiar operators. For drop-down and lookup relationship fields, you can check whether a certain value is or is not set. For multi-select fields, you can check whether certain values are or are not selected. All ticket lookup relationship fields can be selected under Lookup relationships. All other types of custom fields on a ticket are available under Tickets.
Ticket: Form (Enterprise plans only)	Your ticket forms are available as conditions. SelectTicket: Form,n select a specific form. SeeCreating ticket forms to support multiple request types.
Ticket: Group	The group values are: (—)indicates that no group is assigned to the ticket. Group nameis the actual name of the group that is assigned to the ticket. Additional value for views: (current user's group)is all the groups that the agent belongs to.
Ticket: Group stations (Not available on Team plans)	The number of different groups to which a ticket has been assigned.
Ticket: Integration account	This condition checks the integration account that the ticket came from, such as a specific Facebook page, Twitter handle, or other channel integration account, like Google Play. Select one of your configured integration accounts from the drop-down menu. Note:If there are multiple accounts defined for the same channel type (for example, WhatsApp), tickets can be routed only by channel type, not by a specific integration account.
Ticket: Intent	An AI prediction of what the ticket is about. To see the possible values, you cango to theTaxonomytabof the Intent settings page. This condition is available as part ofintelligent triage. Does not work with theTicket\|Is\|Createdcondition. SeeWhy didn’t my intelligent triage trigger run during ticket creation?
Ticket: Intent confidence	How likely it is that the intent prediction is correct. Values areHigh,Medium, andLow. This condition is available as part ofintelligent triage. Does not work with theTicket\|Is\|Createdcondition. SeeWhy didn’t my intelligent triage trigger run during ticket creation?
Ticket: Language	An AI prediction of what language the ticket is written in. To see the possible values, you cango to theTaxonomytabof the Language settings page. This condition is available as part ofintelligent triage. Does not work with theTicket\|Is\|Createdcondition. SeeWhy didn’t my intelligent triage trigger run during ticket creation?
Ticket: Language confidence	How likely it is that the language prediction is correct. Values areHigh,Medium, andLow. This condition is available as part ofintelligent triage. Does not work with theTicket\|Is\|Createdcondition. SeeWhy didn’t my intelligent triage trigger run during ticket creation?
Ticket: Number of incidents	This condition takes an action when the number of incidents on a problem ticket hits a threshold.
Ticket: On a holiday? (Not available on Team plans)	This is set to yes during the full day of the holiday, not just during your normal business hours that day. If you have multiple schedules (Enterprise plans only), this condition respects the list of holidays set in the schedule applied to the ticket.
Ticket: Priority	There are four values for priority:Low,Normal,High, andUrgent. As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent: Priority is less than Urgent
Ticket: Privacy	This condition lets you test if a ticket has public comments or not. You can select either: Ticket has public comments Ticket has no public comments
Ticket: Received at	This condition checks the email address from which the ticket was received and the email address from which the ticket was originally received. These values are often, but not always, the same. The ticket can be received from a Zendesk email domain such as sales@mondocam.zendesk.com, or from an external email domain such as support@acmejetengines.com. The external email domain must be set up as described inForwarding incoming email to Zendesk Supportor the condition won't work. This condition will work only if the support email address is a valid user address. This condition could be met by an email address in the CC field if it's associated with a user account. Email addresses that aren't associated with a user account (such as Google Groups, aliases, and distribution groups) can't satisfy this condition when in the CC field. Note that this condition doesn't check the channel from which the ticket originated and can be true for tickets that weren't received through email. For example, when using theSelect an Address appyou can specify a recipient email address and therefore meet this condition even though the ticket was created in the agent interface.
Ticket Reopens (Not available on Team plans)	The number of times a ticket's status changed from Solved to Open or Pending.
Ticket: Satisfaction (Not available on Team plans)	This condition returns the following customer satisfaction rating values: Unofferedmeans that the survey has not previously been sent Offeredmeans that the survey has already been sent Badmeans that the ticket has received a negative rating Bad with commentmeans that the ticket has received a negative rating with a comment Goodmeans that the ticket has received a positive rating Good with commentmeans that the ticket has received a positive rating with a comment
Ticket: Schedule (Enterprise plans only)	If you have set up multiple schedules, this is the schedule applied to the ticket. The available values are the names of your schedules.
Ticket: Sentiment	An AI prediction of how the customer feels about their request. Values areVery Positive,Positive,Neutral,Negative, andVery Negative. This condition is available as part ofintelligent triage. Does not work with theTicket\|Is\|Createdcondition. SeeWhy didn’t my intelligent triage trigger run during ticket creation?
Ticket: Sentiment confidence	可能性有多大信心预测correct. Values areHigh,Medium, andLow. This condition is available as part ofintelligent triage. Does not work with theTicket\|Is\|Createdcondition. SeeWhy didn’t my intelligent triage trigger run during ticket creation?
Ticket: Side conversation (Not available on Team plans)	You can create trigger conditions for side conversations so that assignees know when a side conversation is created, closed, replied to, and reopened. Without them, the agent assigned to the ticket (who, ideally, is also the creator of the side conversation) may have a hard time knowing what’s going on with a particular issue. You can use these trigger condition statements with side conversations: Side conversation+Is+Created Createdis the initial state of a newly created side conversation. Side conversation+Is+Closed Closedis the state of a side conversation after the agent clicks the Mark done button to close the side conversation. Side conversation+Is+Replied to Replied tois the state of a side conversation after someone adds a reply. Side conversation+Is+Reopened Reopenedis the state of a side conversation after the agent clicks the Reopen button to reopen a side conversation.
Ticket: Status category	Note:If you’veactivated custom ticket statuses, system ticket statues and any ticket statuses you create are grouped into status categories. Each status category has a default ticket status. SeeManaging ticket statuses. The status category values are: Newis the initial status category of a newly created ticket (not assigned to an agent). TheOpenstatus category is for grouping ticket statuses that indicate when tickets are ready to be worked on by your support team. ThePendingstatus category is for grouping ticket statuses that are used to indicate that the support team is waiting for the requester to reply. TheOn-holdstatus category contains ticket statuses used to indicate that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status category is optional and must be added to your Zendesk (seeAdding on-hold ticket status to your Zendesk). TheSolvedstatus category contains ticket statuses that indicate that the customer’s issue has been resolved. TheClosedstatus category contains the Closed system ticket status that indicates that the ticket has been locked and cannot be reopened or updated. When selecting a status category, you can use the field operatorsLess ThanandGreater Thanto specify a range of tickets based on their status category.Newis the lowest value, with values increasing until you get toClosedstatus category. For example, a condition statement that returns tickets only in the New, Open, and Pending caetegories looks like this: Status category is less than Solved.
Ticket: Status	Note:If you’veactivated custom ticket statuses, existing system ticket statuses become status categories. If you have existing conditions that use Status, they’re updated to the corresponding Status category. The system ticket status values are: Newis the initial status of a newly created ticket (not assigned to an agent). Openmeans that the ticket has been assigned to an agent. Pending用于表示请求者了吗ked for information and the ticket is therefore on hold until that information has been received. On-holdmeans that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (seeAdding on-hold ticket status to your Zendesk). Solvedindicates that the customer’s issue has been resolved. Tickets remain solved until they are closed. Closedmeans that the ticket has been locked and cannot be reopened or updated. When selecting a status, you can use the field operatorsLess ThanandGreater Thanto specify a range of tickets based on their status.Newis the lowest value, with values increasing until you get toClosedstatus. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved.
Ticket: Subject text	Using this condition you can check for the presence of single words and strings of words in the subject line of the ticket. This condition is not case sensitive. You can use any of the following operators: 包含至少一个下面的单词. Use a space (not a comma) to separate multiple words. Contains none of the following words. Use a space (not a comma) to separate multiple words. Contains the following string Contains not the following string This condition is not available if the Subject field has beendeactivated.
Ticket: Tags	You use this condition to determine if tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operatorsContains at least one of the followingorContains none of the following. More than one tag can be added. Press Enter between each tag you add.
Ticket: Is	Created or Updated. Created will fire only when a new ticket is created . Updated will fire only when an existing ticket is modified and submitted. For more information, seeTriggers: The importance of the 'Ticket is' condition.
Ticket: Ticket status	If you’veactivated custom ticket statuses, you can select system ticket statuses and new ticket statuses you created as conditions. When selecting a ticket status, you can use the field operatorsContains at least one of the followingandContains none of the followingand specify multiple ticket statuses. For example, a condition statement that returns tickets with either a specific new or system ticket status may look like this: Ticket status Contains at least one of the following: Open, Dev assigned, Escalated.
Ticket: Type	The ticket type values are: Question Incidentis used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problemis a support issue that needs to be resolved. Taskis used by the support agents to track various tasks.
Ticket: Update via	This condition indicates from where the ticket was updated and can be any of the same sources as the ticket channel condition (above). Autoreply events can't be reliably identified by this condition. Bulk updates to tickets from the Support interface are recorded as updated via a Web Services (API) channel.
Ticket: Within business hours? (Not available on Team plans)	Yes or No. This condition is available if an administrator has set business hours. If you are on an Enterprise plan and have multiple schedules, the "within business hours" conditions are based on the schedule that is applied to the ticket (seeApplying your schedules to tickets).
Ticket: Within (schedule) (Enterprise plans only)	If you have set up multiple schedules, this activates you to compare the ticket update time toanyschedule, not just the schedule applied to the ticket. The available values are the names of your schedules.
Lookup relationships
Custom object:Custom object(record)	For custom objects related to tickets, the custom object's records are available as conditions.
Custom object:Custom field	For custom objects related to tickets, the custom object's fields are available as conditions.
Organization: Organization (record)	The organization values are: (—)indicates that no organization has been added to the ticket. If you have multiple organizations,(—)displays for a certain number of organizations, but is a blank value above that number. If you have a large number of organizations, start typing the organization name to find a match. Organization nameis the name of an organization.
Organization:Custom fields	Custom organization fields are available as conditions. If the trigger includes this condition, but the ticket isn't associated with an organization, the trigger does not fire.
Requester: Requester (record)	Checks theRequesterfield on the ticket. The requester values are: (assignee)is the person assigned to the ticket. The condition statement ‘Requester is Assignee’ is true if the requester is also the person assigned to the ticket. This is possible if an agent created a ticket and was then assigned to it. Agent nameis the actual name of the agent. Additional value for views: (current user)is the requester of the ticket. The trigger will fire whenever that person updates the ticket.
Requester:Custom fields	Custom user fields are available as conditions.
Requester: Is verified by Twitter	This condition is used to verify that the requester is a verified Twitter account.
Requester: Number of Twitter followers	这是请求者的Twitter foll的数量owers.
Requester: Number of tweets	This is the total number of the requester’s tweets.
Requester: Language	Returns the language preference of the person who submitted the request.
Requester: Role	The role of the ticket requester. The role type can be agent, admin, or end-user. Additionally, if you're using light agents, the light agent role type is available.
Requester: Time zone	The time zone of the ticket requester.
Ticket:Lookup relationship fields	Ticket lookup relationship fields are available as conditions.
Ticket details
Current user	你可以选择下列o型f user that last updated the ticket: (agent)is a support staff member. (end user)is anyone who is a registered user and not an agent or an administrator. They can only submit and track tickets and communicate with agents publicly (meaning their comments can never be private). Agent nameis the actual name of an agent. If a ticket is created by an internal system event such asvoicemail,Current usercondition is not applied. When a voicemail ticket is created, the first comment on the ticket is added by Support as a private comment and includes the voicemail recording, but Support doesn't interpret the comment as being from a user. TheCurrent usercondition is not supported when the ticket is from a messaging channel.
Ticket sharing: Sent to	Checks whether a ticket was shared to another Zendesk via a specific ticket sharing agreement.
Ticket sharing: Received from	Checks whether a ticket was shared from another Zendesk via a specific ticket sharing agreement.

Building trigger action statements

Action statements define what occurs if all the condition statements are true and the trigger fires. You can think of action statements as ‘then’ statements –ifall of your conditions are truethenperform these actions to update the ticket and optionally send notifications.

Table 2.Trigger actions
Action	Description
Object
Ticket: Add CC	Add an agent or the current user to copy on the ticket update. This action is available when you activate CCs on tickets.
Ticket: Add follower	Add an agent or the current user as a follower on the ticket update. This action is available when you activateCCs and Followerson tickets. Also, when you activate this feature, the Ticket: Add follower action replaces the Ticket: Add CC action.
Ticket: Add skills	The skills you want to add to a ticket. Any existing skills on the ticket are unaffected. This action is available when omnichannel routing is enabled and you'vecreated at least one skill.
Ticket: Add tags	The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces.
Ticket: Assignee	You can set the assignee to any of the following: (—)is used to set assignee to no one (unassigned) (requester)is the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example. Agent nameis the agent to be assigned the ticket. Additional value for triggers and macros: (current user)is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated.
Ticket: Autoreply (Advanced AIadd-on only)	Add a public comment to the ticket to attempt to directly answer the customer’s request. For more information about using this action, seeAdding a public comment to a ticket using a trigger.
Ticket: Brand (Not available on Team plans)	Add a brand to the ticket.
Ticket: Form (Enterprise plans only)	Your ticket forms are available as actions. Select a specific form. SeeCreating ticket forms to support multiple request types.
Ticket:Custom fields	Checkbox, drop-down, text, number, and date custom fields are available as actions.
Ticket: Group	You can set groups to any of the following: (—)is used to unassign a group (if one has already been assigned) Group nameis the actual name of the group that is assigned to the ticket. Additional value for macros: (current user’s groups)is all the groups to which the agent who is updating the ticket belongs.
Ticket: Internal note (Advanced AIadd-on only)	Add an internal note to the ticket. For more information about using this action, seeAdding an internal note to a ticket using a trigger.
Ticket: Priority	The priority can be set toLow,Normal,HighorUrgent
Ticket: Remove tags	The tags that you want removed from the existing list of tags contained in the ticket (if any). Tags must be separated with spaces.
Ticket: Satisfaction	You can set this action to:offered to requester. This indicates that the survey request has been sent to the ticket requester.
Ticket: Remove skills	The skills you want to remove from the ticket. This action is available when omnichannel routing is enabled and you'vecreated at least one skill.
Ticket: Set schedule (Enterprise plans only)	Your schedules are available as actions. SelectTicket: Set schedule,n select a specific schedule. When you set up multiple schedules, you must create triggers to apply your schedules to tickets. SeeSetting your schedule with business hours and holidays.
Ticket: Set skills	The skills you want to insert into the ticket. The set skills action deletes all skills currently applied to the ticket and replaces them. This action is available when omnichannel routing is enabled and you'vecreated at least one skill.
Ticket: Set tags	The tags you want to insert into the ticket. The set tag action deletes all tags currently applied to the ticket, or associated with any ticket fields, and replaces them. Tags must be separated with spaces.
Ticket: Share ticket with (Zendesk Suite Growth and above or Support Professional and above only)	Share the ticket with the specified account. Requires that a ticket sharing agreement be in place. See SeeSharing tickets with other Support accountsandUsing business rules to share tickets.
Ticket: Status category	Note:If you’veactivated custom ticket statuses, system ticket statues and any ticket statuses you create are grouped into status categories. Each status category has a default ticket status. SeeManaging ticket statuses. When you use a status category as an action, the ticket status is set to the category's default ticket status. The status category values are: Newis the initial status category of a newly created ticket (not assigned to an agent). TheOpenstatus category is for grouping ticket statuses that indicate when tickets are ready to be worked on by your support team. ThePendingstatus category is for grouping ticket statuses that are used to indicate that the support team is waiting for the requester to reply. TheOn-holdstatus category contains ticket statuses used to indicate that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status category is optional and must be added to your Zendesk (seeAdding on-hold ticket status to your Zendesk). TheSolvedstatus category contains ticket statuses that indicate that the customer’s issue has been resolved. TheClosedstatus category contains the Closed system ticket status that indicates that the ticket has been locked and cannot be reopened or updated.
Ticket: Status	Note:If you’veactivated custom ticket statuses, existing system ticket statuses become status categories. If you have existing actions that use Status, they’re updated to the default status of the corresponding Status category. The system ticket status values can be set to the following: Newis the initial status of a newly created ticket (not assigned to an agent). Openmeans that the ticket has been assigned to an agent. Pending用于表示请求者了吗ked for information and the ticket is therefore on hold until that information has been received. On-holdmeans that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. Solvedindicates that the customer’s issue has been resolved. The ticket is solved even if required ticket fields are still blank. SeeRequired fields and automations. Tickets remain solved until they are closed. When tickets are closed is based on business rules you define for this step in the workflow, using automations. Closedmeans that the ticket has been locked and cannot be reopened or updated.
Ticket: Ticket status	If you’veactivated custom ticket statuses, you can specify actions that set the ticket status to a new or system status.
Ticket: Type	The type can be set to the following: Question Incident表明有多个发生of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problemis a support issue that needs to be resolved. Taskis used by the support agents to track various tasks.
Lookup relationship
Custom object:Custom object(record)	Select a custom object record to relate to the ticket.
Organization:Custom fields	Custom organization fields are available as actions. If the trigger includes this action, but the ticket isn't associated with an organization, the trigger does not fire.
Requester: Language	设置请求者的language to one of your supported languages.
Requester:Custom fields	Custom user fields are available as actions.
Ticket:Lookup relationship fields	Ticket lookup relationship fields are available as actions.
Other
Notify by: Active webhook	Set the active webhook to notify. For more information about using webhooks, seeCreating a webhook. If you select a different notification destination when editing a trigger, the body text will reset.
Notify by: Autoreply with articles	Sends an automated email response to the customer's request. The email contains help center article suggestions to help the customer resolve their issue. For more information about email autoreplies, seeConfiguring email autoreplies to deflect requests.
Notify by: External target	Set the external target to notify. For more information about using targets, seeNotifying external targets. If you select a different notification destination when editing a trigger, the body text will reset.
Notify by: Group email	You can set email group to any of the following: (assigned group)is a reference to the assign group. Email group nameis the actual name of a group. If you select a different notification destination when editing a trigger, the body text will reset.
Notify by: Group text	If you are using Zendesk Text, you can configure a text to be sent to a group of users when the trigger conditions are met (seeUsing Text notifications with triggers: Recipes and tips).
Notify by: Request messaging rating	Sends an automated satisfaction survey at the end of the conversation. SeeAbout CSAT ratings in messaging.
Notify by: Tweet	Respond to the Twitter requester with a Tweet. An @mention, and shortened ticket URL are added to the message so make sure to stay within the maximum Tweet length.
Notify by: User email	You can set the email user to any of the following: (requester)is the ticket requester. (assignee)is the agent assigned to the ticket. Email username is the actual registered name of the agent who will receive the email. Additional values for triggers and automations: (current user)is the last person who updated the ticket. (all non-restricted agents)includes all agents that have unrestricted access to the ticket. (requester and CCs)is the ticket requester and any users who are listed as CCs on the ticket. This value is available whenCCs and followersis enabled. If CCs and followers isrolled back,behavior reverts to only emailing the requester and this value is not available. The email notification is sent only if the update includes a public comment. If the update has a private comment or no comment, the trigger or automation can still fire other actions, but it won't send the notification. There's a known limitation for using theEmail user + (requester and CCs)action and theTicket + is + Updatedconditions in triggers. When used together, Support suppresses emails to a user if the ticket update is from that same user. This is expected behavior to eliminate redundant emails. For more information about suppression, seeUnderstanding suppression of CCs email notifications. Adding the email user action allows you to enter the email subject and body text. Body text can be formatted using HTML or placeholders. SeeUsing placeholdersfor more information on formatting with placeholders. If you select a different notification destination when editing a trigger or automation, the body text will reset.
Notify by: User text	If you are using Zendesk Text, you can configure a text to be sent to the user when the trigger conditions are met (seeUsing Text notifications with triggers: Recipes and tips).
Notify by: Zendesk integration	When using the Slack for Zendesk Support integration, you can notify Slack users about Zendesk ticket events. SelectNotify Zendesk integrationandSlack integrationfrom the drop-down lists. SeeCreating triggers for Slack ticket notifications.

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80 Comments

Rolf Hayes
- 2022年9月28日07:31
I have a trigger that has a condition for "Tags: Contains none of the following" and I have several tags in this field to stop the trigger from running if they are on the ticket in Support. However the trigger ran on a ticket that had one of these tags and I can't find out what I've done wrong.

Details of this article above state to add multiple tags "Press Enter between each tag you add.". However this doesn't work, and pressing enter just saves the trigger. I have put the tags in with a ; and space between each tag e.g. tag_1; tag_2.

Please can someone help me with what the correct method is of adding multiple tags to a trigger condition and why the trigger isn't working.

0
Tommy
- September 28, 2022 09:10
Tags should look like this:

Maybe try some other browser, because I don't have any problems with Enter whatsoever

0
Rolf Hayes
- September 28, 2022 09:51
Thanks Tommy.

I've just realised I'm mixed up. I'm meaning automations. My bad. The below is what I'm getting.

0
Tommy
- September 28, 2022 09:57
Yeah, for some reason, Zendesk did not update Automations UI and it is really dated and hard to use.

You just have to remove ";" so tags look like that

No need to press Enter here

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Joshua Bentley
- November 17, 2022 18:35
Hello!

I'm not seeing a "-" for Organization. Can I just leave it blank?

I'm trying to update a ticket field when an org doesn't exist in our system yet and I haven't been able to get anything to work exactly right yet.

0
David Drysdale
- November 30, 2022 17:10
嗨team, we have a lot of internal staff emailing our support desk - and a few different inboxes with different email addresses (e.g.planning@...support@...sales@....)

Is there a way to restrict a trigger to tickets being received in Support at a particular address (Ticket: Received at doesn't seem to be the right call?) e.g.support@...

Similarly can we prevent a trigger firing if tickets are received from address on a specific domain so our internal teams don't receive them?

0
Ola Thoresen
- January 16, 2023 12:16
Is there any way to reorder the _actions_ within a Trigger?
E.g. I have a trigger with several Actions, some of which communicates with external systems, and I want to ensure that Action X happens before Action Y, but when the action was created, Action Y was added before Action X.

0
Dane
- January 26, 2023 02:27
Zendesk Engineering
Hi Ola,

It can only be done manually on each triggers by removing each actions and adding it in the correct order you prefer.

0
Mark Kindy
- February 02, 2023 01:32
- Edited
Anton de Young
We recently were told by Zendesk Support that we can't use the following in tandem:
- Condition: Ticket:Group = "Group Name"
- Condition: Current User = End User
The reasoning that was given is that since the End User doesn't have a Group, this logic will fail. However, reading the documentation suggests that the Ticket:Group would be the Group of the Assignee -- not of the Current User (End User in this case).

Please confirm which is correct, and if what we were told is accurate then update this documentation. This seems to work inconsistently for us, which doesn't make sense (we have another trigger that uses similar logic as what's at the top of this comment, and it's still working fine while another broke down completely).

Additionally can you clarify whether text messages are considered either A) an internal system event, or B) a messaging channel? Neither is made clear in all Zendesk documentation, but either seems to be a critical condition for Current User based on this documentation.
0
Dane
- February 07, 2023 03:56
Zendesk Engineering
Hi Mark,

You are correct, Ticket Group pertains to the Group the ticket is currently assigned. It will not work if you will use Current User = End User and the ticket is not yet assigned to any group.

Let's say you have the following conditions:

Ticket is Updated
Current User is End-User
Ticket Group is Test Group

The trigger will fire if an end-user have updated the ticket that is currently assigned to Test Group. The update of the end-user normally happens when a message from the end-user was received. I have tested it directly and it worked without any issues.

In addition, text messages is an internal system event. The actual SMS notification event does not appear in Agent Workspace. This is already being worked on.

1

Swapnil Pandey

February 07, 2023 09:22

How can i create a trigger where the condition is something like `Brand is xyz` via an API?

i have tried using something like

"conditions": {
"all": [{
"field": "Brand",
"value": "is",
"operator": "abc"
}]
}

but i get an error

{
"error": "RecordInvalid",
“描述”:“记录验证错误”,
"details": {
"base": [{
"description": "Invalid rule target: Brand"
}]
}
}

Dane
- February 07, 2023 12:07
- Edited
Zendesk Engineering
HI Swapnil,

You need to use the brand ID for the value. The example below is for one of my brand. I was able to extract this information by using GET api/v2/triggers
```
"conditions": {
"all": [
{
"field": "brand_id",
"operator": "is",
"value": "4415354692879"
}
```
0
Adam Garcia
- March 13, 2023 19:53
Are we able to create a trigger to alert our internal team when a new article is posted? Thanks.

0
Gabriel Manlapig
- March 14, 2023 16:06
Zendesk Customer Care
Hi Adam,

Currently, your internal team needs to follow a section or articles in the knowledge base and topics and posts in the community to receive notifications for them.

For more information, please see helpful articles below:
- Following content in the KB and community to get notifications
- What does Follow mean in Guide or Gather?
I hope this helps. Thank you!
0
Adam Jenicek
- May 03, 2023 20:11
Hello!

Is there a way to set ticket sharing with trigger actions?

0
Zsa Trias
- May 09, 2023 06:38
Zendesk Customer Care
Hi Adam,

Yes, you can use the action statementShare ticket withto automatically share tickets via triggers. Reference:Using business rules to share tickets

0
Jan Střída
- May 30, 2023 15:30
Hello,

you don't miss the Trigger Conditions "Ticket: Description" ?

Thanks

0
karankuwarbidxb
- June 23, 2023 14:26
Hi,

I am trying to find a way to trigger an email when the count of customer (End user) comments in a ticket is greater than 2.

How should I go about it?

Thanks

0
Gabriel Manlapig
- June 24, 2023 02:59
Zendesk Customer Care
Hi Karan,

As of the moment, Trigger only offers the conditionTicket: Agent repliesto count the number of public agent replies in a ticket. There is no current native way to target conditions based on the number of comments made or done by an end-user under Triggers.

I would recommend you to leaveFeedbackin our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.

I hope that answers your question, Thank you!

0
Nodi Vior
- July 22, 2023 05:09
What's the use of Greater than status? Like,what does it represent and how it's used?

0

Pleasesign into leave a comment.

Trigger conditions and actions reference

Building trigger condition statements

Building trigger action statements

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