Understanding Ticket Trigger Conditions in Zendesk
What are ticket trigger conditions in Zendesk?
Ticket trigger conditions in Zendesk are criteria that determine when a trigger should be activated. They consist of conditions, field operators, and condition values, and are essentially 'if' statements that return all tickets meeting the specified criteria. For example, a condition like Ticket: Status will activate a trigger whenever the status of a ticket changes, even if the status was not previously set.Learn more about ticket trigger conditions.
More related questions
How do ticket trigger action statements work in Zendesk?
Ticket trigger action statements in Zendesk define what happens when a trigger's conditions are met. They specify the actions that should be taken, such as sending notifications or updating ticket properties. These actions are executed…
Can I use custom fields in Zendesk ticket triggers?
Yes, you can use custom fields in Zendesk ticket triggers. Custom fields support a subset of operators that vary by field type, allowing you to check for the presence of values or specific conditions. For example, date fields evaluate calendar…
What is the 'Ticket: Assignee' condition in Zendesk?
The 'Ticket: Assignee' condition in Zendesk checks who is assigned to a ticket. It can identify if a ticket is unassigned, assigned to the requester, or to a specific agent. Additionally, it can track the current user, who is the last person to…
How does the 'Ticket: Channel' condition work in Zendesk?
The 'Ticket: Channel' condition in Zendesk identifies the origin of a ticket, such as email, web, or social media. This condition helps categorize tickets based on their creation source, allowing for more targeted trigger actions and better…
What is the purpose of the 'Ticket: Priority' condition in Zendesk?
The 'Ticket: Priority' condition in Zendesk allows you to set triggers based on the priority level of a ticket, such as Low, Normal, High, or Urgent. This condition helps prioritize ticket handling by ensuring that high-priority tickets receive the…
Can Zendesk triggers be set for specific ticket statuses?
Yes, Zendesk triggers can be set for specific ticket statuses. You can use conditions like 'Ticket: Status' or 'Ticket: Status category' to activate triggers based on whether a ticket is New, Open, Pending, On-hold, Solved, or Closed. This allows…
How does the 'Ticket: Sentiment' condition function in Zendesk?
The 'Ticket: Sentiment' condition in Zendesk uses AI to predict the customer's sentiment about their request, with values like Very Positive, Positive, Neutral, Negative, and Very Negative. This condition helps in intelligent triage by allowing…
What is the 'Ticket: Comment text' condition in Zendesk?
The 'Ticket: Comment text' condition in Zendesk checks for specific words or strings in the body of a new comment when a ticket is updated. It is not case sensitive and can evaluate the first comment in newly-created tickets or treat updates…
How does the 'Ticket: Language' condition work in Zendesk?
The 'Ticket: Language' condition in Zendesk uses AI to predict the language of a ticket. This condition is part of intelligent triage and helps in routing tickets to the appropriate language support team. It ensures that language-specific tickets…
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