How to Create a Trigger by Ticket Subject - Frequently asked questions
Frequently asked questions
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:…
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…
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“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.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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