Understanding Comment Text Condition in Zendesk
How does the Comment text condition work in Zendesk business rules?
The Comment text condition in Zendesk allows you to check for specific words or strings in ticket subjects or the body of the most recent comment. It doesn't recognize special characters. You can use operators like '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'.
When combined with 'Ticket | Is | Created', it checks both the subject and comment text. To capture multiple phrases, each string needs its own condition. Note that this feature isn't available on all Legacy Support plans. For more details, visit theoriginal article.
More related questions
Can the Comment text condition be used in Zendesk Messaging?
Currently, the Comment text condition does not work for Zendesk Messaging. While there are plans for improvements, there is no definite timeline for when this feature will be available. To stay updated on new features and enhancements, you can…
What is the maximum character limit for the Comment text condition in Zendesk?
The character limit for the Comment text condition in Zendesk is approximately 65,535 characters. If you need to use more than this limit, you would need to add multiple comment text conditions under 'Meets any of the following conditions'. This…
How does Zendesk differentiate between 'string' and 'thisstring' in conditions?
In Zendesk, if you have a condition that looks for 'string' and one that excludes 'thisstring', the trigger will still return tickets with the word 'string'. The condition 'contains / does not contain at least one of the following words' checks…
Is the Comment text condition case sensitive in Zendesk?
The Comment text condition in Zendesk is not case sensitive. This means you don't need to worry about the capitalization of words when setting up your conditions. You can use operators like 'Contains at least one of the following words', 'Contains…
Can the Comment text condition trigger only on public comments in Zendesk?
Yes, you can configure your trigger in Zendesk to fire only when a comment text is present on a public reply and not for internal comments. To do this, add the 'Comment > is > Public' condition in your trigger setup. This allows you to ensure that…
Can you use wildcards in the Comment text condition in Zendesk?
Zendesk does not support the use of wildcard characters like '*' in the Comment text condition. If you need the trigger to work with variations in text, you should separate the words and place them in 'Meet [all] of the following conditions'. This…
Can you set a trigger to fire when there's no comment in Zendesk?
Currently, Zendesk does not have a 'Comment > Is not > Present' trigger condition. However, you can participate in community discussions and up-vote similar feature requests to influence future product developments. Engaging in these discussions…
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