Creating Zendesk Triggers Based on Ticket Subject
How can I create a trigger in Zendesk based on a ticket's subject?
To create a trigger based on a ticket's subject in Zendesk, you can use the 'Subject text' condition. This condition allows you to scan the ticket subject text and apply specific operators to create triggers.
The operators you can use include: 'Contains at least one of the following words', 'Contains none of the following words', 'Contains the following string', and 'Does not contain the following string'. These options give you flexibility in setting up triggers that respond to specific words or phrases in the ticket subject. For more detailed steps, you can refer to the originalZendesk article.
More related questions
What should I do if the 'Ticket Is Created' option is missing in Zendesk triggers?
If you can't find the 'Ticket Is Created' option in your Zendesk trigger conditions, you might want to try cloning an existing trigger that works. To clone a trigger, go to the Admin section, select Business Rules, then Triggers. Find the trigger…
Why can't I find the 'Subject Text' condition in Zendesk?
If you're unable to find the 'Subject Text' condition in Zendesk, it might be due to the need to scroll further down the list of conditions. The 'Subject Text' option should be available regardless of your subscription plan. If it's still missing…
Can I use an external file for words in Zendesk trigger conditions?
Currently, Zendesk does not support using an external file to populate words in trigger conditions. The 'Contains at least one of the following words' operator requires you to manually enter words separated by spaces. While this might be less…
Is it possible to perform an AND search with 'Subject Text' in Zendesk?
Zendesk's 'Subject Text' condition does not natively support an AND search using operators like 'apples AND bananas'. The condition is designed to check for the presence of any of the specified words or strings. For more complex logic, you might…
How can I set a ticket's subject using a Zendesk trigger?
Currently, Zendesk triggers do not support directly setting or changing a ticket's subject. Some users suggest using a webhook to call the API for this purpose, but it's not a reliable or supported method. If you need this functionality, consider…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
