Intelligent triage predictions aren't available at ticket creation. When you create a trigger with the condition Ticket > Ticket | Is | Created, it won't work as expected if it includes intelligent triage conditions.
This is because the intelligent triage predictions, such as intent, language, or sentiment, are not yet present on the ticket at the time of its creation. To ensure your trigger functions correctly, use a condition like Ticket > Ticket Status | Is | New. If your workflow involves tickets being created with a status of Open, adjust the condition accordingly to meet your needs. For more details, check out theZendesk help article.
Adjust your trigger conditions to ensure they work with intelligent triage. Instead of using Ticket > Ticket | Is | Created, use Ticket > Ticket Status | Is | New. This change is necessary because intelligent triage predictions are not available at…
Use conditions that account for the absence of predictions at ticket creation. Instead of Ticket > Ticket | Is | Created, opt for Ticket > Ticket Status | Is | New. This is because intelligent triage predictions, such as intent or sentiment, are…
Intelligent triage predictions are not generated at the moment of ticket creation. This is why triggers using Ticket > Ticket | Is | Created with triage conditions don't work. The predictions, such as intent or language, are added after the ticket…