Trigger conditions and actions reference

The ticket status values are:

New is the initial status of a newly created ticket (not assigned to an agent).

Open means that the ticket has been assigned to an agent.

Pending is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received.

On-hold means 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 (see Adding on-hold ticket status to your Zendesk).

Solved indicates that the customer’s issue has been resolved. Tickets remain solved until they are closed.

Closed means that the ticket has been locked and cannot be reopened or updated.

When selecting a status, you can use the field operators Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this:

Status is less than Solved.

See Creating ticket forms to support multiple request types.

The ticket type values are:

Question

Incident is 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.

Problem is a support issue that needs to be resolved.

There are four values for priority: Low, Normal, High, and Urgent.

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:

The group values are:

• (—) indicates that no group is assigned to the ticket.
• Group name is 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.

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 name is 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.

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 name is 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.

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 name is the name of an organization.

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 operators Contains at least one of the following or Contains none of the following. More than one tag can be added. Press Enter between each tag you add.

For more information about the ticket channels you can configure, see About Zendesk channels and Understanding ticket channels in Explore.

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 in Forwarding incoming email to Zendesk Support or the condition won't work.

This condition will work only if the support email address is a real user address, this condition will not work for non-user addresses, such as Google Groups, aliases, and distribution groups, when the non-user support address is added in the CC field instead of the TO 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 the Select an Address app you can specify a recipient email address and therefore meet this condition even though the ticket was created in the agent interface.

• Contains at least one of the following words. 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 returns the type of comment contained in ticket updates.

Public is a comment that everyone can see.

Private is 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.

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.

This condition is not case sensitive. You can use any of the following operators:

The number of public agent replies to a comment from another customer or agent.

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 (see Applying your schedules to tickets).

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.

• (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 name is the actual name of an agent.

If a ticket is created by an internal system event such as voicemail, the Current user condition 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.

The Current user condition is not supported when the ticket is from a messaging channel.

The ticket status 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.

Pendingis used to indicate that the requester has been asked for information and the ticket is therefore is on hold until that information has been received.

On-hold means 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.

Solved indicates that the customer’s issue has been resolved. The ticket is solved even if required ticket fields are still blank. See Required 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.

See Creating ticket forms to support multiple request types.

The type can be set to the following:

Question

Incident indicates 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.

Problem is a support issue that needs to be resolved.

You can set groups to any of the following:

• (—)is used to unassigned a group (if one has already been assigned)
• Group name is 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.

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 name is 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.

See Setting your schedule with business hours and holidays.

• (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:

• (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 when CCs and followers is enabled. If CCs and followers is rolled back, the 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 can still fire other actions, but it won't send the notification.

There's a known limitation for using the Email user + (requester and CCs)action and the Ticket + is + Updated conditions in triggers. 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, see Understanding 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. See Using placeholders for more information on formatting with placeholders.

If you select a different notification destination when editing a trigger, the body text will reset.

You can set email group to any of the following:

• (assigned group)is a reference to the assign group.
• Email group name is the actual name of a group.

If you select a different notification destination when editing a trigger, the body text will reset.

For more information about Answer Bot triggers, see Enabling, disabling, and setting up Answer Bot.

If you select a different notification destination when editing a trigger, the body text will reset.

If you select a different notification destination when editing a trigger, the body text will reset.