How does the Comment text condition work in business rules?

Question

How does the Comment text condition work?

Answer

The Comment text condition lets you check for single words or strings in the subject for ticket creation or the body of the most recent comment for updates. Special characters aren't recognized. Use these operators:

Contains at least one of the following words (separated by spaces)

Contains none of the following words (separated by spaces)

Contains the following string

Does not contain the following string

If you combine this condition with Ticket | Is | Created, the Comment text condition looks at both the subject text and the comment text. For more information, see the article: Trigger conditions and actions reference.

To capture multiple phrases with string conditions, each string needs its own condition under Meet ANY of the following conditions.

For example, if you have a condition for "yummy pie," you also need a separate condition for "pie" to capture both.

Note: The Comment text condition isn't available on all Legacy Support plans. For more information on Legacy plans, see the article: About Zendesk Support plan types.