Object trigger conditions and actions reference

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<p id="docs-ai-summary-content">Learn how to build object triggers using condition and action statements to automate tasks. Condition statements use "if" logic to match criteria, while action statements define what happens when conditions are met. Customize triggers with various field types and operators, and use notifications to keep teams informed. Enhance your workflow by leveraging these powerful automation tools.</p>
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<p class="p">All Zendesk triggers are based on the same structure of conditions and actions. The types
of conditions and actions available vary by trigger type and, in the case of object
triggers, by the custom objects themselves. This article describes the different
conditions and actions you can use when creating an object trigger.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_zsm_s2t_mbc__ul_snb_ylt_mbc">
<li class="li"><a class="xref" href="#topic_ey3_bbb_fzb">Building object trigger condition statements</a></li>
<li class="li"><a class="xref" href="#topic_rzv_bbb_fzb">Building object trigger action statements</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_zsm_s2t_mbc__ul_a5y_f4k_mbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6294230624410" target="_blank">Understanding object triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7313293890970" target="_blank">Creating object triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7313294079130" target="_blank">Managing object triggers</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ey3_bbb_fzb">
<h2 class="title topictitle2" id="ariaid-title2">Building object trigger condition statements</h2>
<div class="body">
<p class="p"><img class="image" id="topic_ey3_bbb_fzb__image_h35_1t4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/object_trigger_conditions.png" width="500"></p>
<p class="p">Condition statements are essentially "if" statements that are evaluated to determine
whether the specified criteria is met. In a trigger, you can define two sets of
conditions: <em class="ph i">all</em> and <em class="ph i">any</em>. When conditions are specified under <strong class="ph b">Meet
ALL of the following conditions</strong>, the custom object record must meet all of
these conditions to be considered a match. Alternatively, a custom object record is
considered a match if it meets at least one of the conditions specified under
<strong class="ph b">Meet ANY of the following conditions</strong>.</p>
<p class="p">Condition statements are composed of a <strong class="ph b">Category</strong>, an <strong class="ph b">Operator</strong>, and a
<strong class="ph b">Value</strong>. For triggers based on standard objects, such as tickets, there's a
predefined list of conditions available. That isn't possible for custom objects
because all of the custom object's properties are defined with custom fields.
Instead, a predefined list of operators is supported for each type of custom field.
<strong class="ph b">Current user</strong> and <strong class="ph b">Update</strong> conditions are available in addition to
the conditions based on the custom object's fields.</p>
<p class="p">The following conditions:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ey3_bbb_fzb__table_nc1_4bb_fzb" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e125" style="text-align:left;vertical-align:top;">Field type</th>
<th class="entry cellrowborder" id="d52e128" style="text-align:left;vertical-align:top;">Operators</th>
<th class="entry cellrowborder" id="d52e131" style="text-align:left;vertical-align:top;">Values</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" colspan="3" headers="d52e125 d52e128 d52e131" style="text-align:left;vertical-align:top;">
<strong class="ph b">Object</strong> (available options vary
based on the fields defined for the object)</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Brand</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Select from brands or <em class="ph i">(current ticket brand)</em>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Checkbox</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Select <em class="ph i">True</em> or <em class="ph i">False</em>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Current user</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Select from agent roles and users.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Date</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present, before, before or on, after,
after or on, within previous X days, within next X days</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Enter a date.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Decimal</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present, less than, less than or equal
to, greater than, greater than or equal to</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Enter any decimal value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Drop-down</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Select from the field's options.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Integer</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present, less than, less than or equal
to, greater than, greater than or equal to</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Enter any whole number value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Multi-line</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present, includes, doesn't include,
includes string, doesn't include string</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Enter any text-based value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Number</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present, less than, greater than, less
than or equal to, greater than or equal to</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Enter a numeric value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Regex</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present, includes, doesn't include,
includes string, doesn't include string</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Enter any value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Text</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present, includes, doesn't include,
includes string, doesn't include string</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Enter any text-based value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Object: Update</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">A record was created or updated for the specified custom
object.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="3" headers="d52e125 d52e128 d52e131" style="text-align:left;vertical-align:top;"><strong class="ph b">Lookup relationships</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e125" style="text-align:left;vertical-align:top;">Lookup relationship</td>
<td class="entry cellrowborder" headers="d52e128" style="text-align:left;vertical-align:top;">is, is not, present, not present</td>
<td class="entry cellrowborder" headers="d52e131" style="text-align:left;vertical-align:top;">Select from records of that target object. You can also refer to
the related record's fields with placeholders. </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rzv_bbb_fzb">
<h2 class="title topictitle2" id="ariaid-title3">Building object trigger action statements</h2>
<div class="body">
<p class="p"><img class="image" id="topic_rzv_bbb_fzb__image_qgj_ct4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/object_trigger_actions.png" width="500"></p>
<p class="p">Action statements define what occurs if the condition statements are true and the
trigger fires. Essentially, these are "then" statements. <em class="ph i">If</em> your conditions
are true, <em class="ph i">then</em> perform these actions. Similar to the conditions, the
available actions are determined based on the custom object's fields. However, there
are also predefined notification actions.</p>
<p class="p">The following actions are supported:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_rzv_bbb_fzb__table_bwx_xgb_fzb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e363" style="text-align:left;vertical-align:top;">Field type</th>
<th class="entry cellrowborder" id="d52e366" style="text-align:left;vertical-align:top;">Action</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d52e363 d52e366" style="text-align:left;vertical-align:top;">
<strong class="ph b">Object</strong> (available options vary
based on the fields defined for the object)</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Checkbox</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">
<em class="ph i">True</em> or <em class="ph i">False</em>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Date</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Set a date.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Decimal</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Specify a decimal value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Drop-down</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Select one of the field's options.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Integer</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Specify a whole number value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Multi-line</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Set a text-based value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Number</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Set a numeric value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Regex</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Set a value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Object: Text</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Set a text-based value.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d52e363 d52e366" style="text-align:left;vertical-align:top;"><strong class="ph b">Lookup relationships</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Lookup relationship</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Select the related object and specify an action for records of
the related object.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;"><strong class="ph b">Other</strong></td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Notify by: Active webhook</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Set the active webhook to notify. For more information about
using webhooks, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839108378" target="_blank">Creating a webhook</a>. <p class="p">If
you select a different notification destination when editing a
trigger action, the body text resets.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Notify by: Group email</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">If the object is related to tickets, you select the group to
notify.<p class="p">If you select a different notification destination
when editing a trigger action, the body text resets.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Notify by: Text group</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">If you are using Zendesk Text, you can configure a text to be
sent to a group of users when the trigger conditions are met. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882005402" target="_blank">Using text notifications with
triggers: recipes and tips.</a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Notify by: Text user</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">If you are using Zendesk Text, you can configure a text to be
sent to a user when the trigger conditions are met. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882005402" target="_blank">Using text notifications with
triggers: recipes and tips.</a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e363" style="text-align:left;vertical-align:top;">Notify by: User email</td>
<td class="entry cellrowborder" headers="d52e366" style="text-align:left;vertical-align:top;">Select a user related to the object or a related object to
notify. You can set the email user to any of the following:<ul class="ul" id="topic_rzv_bbb_fzb__ul_hbb_21t_mbc">
<li class="li">
<strong class="ph b">(current user)</strong>: The last person who updated the
record</li>
<li class="li">
<strong class="ph b">(all non-restricted agents)</strong>: Includes all agents that
have unrestricted access to the object</li>
<li class="li">
<strong class="ph b">Email user</strong>: The actual, registered name of the agent
you want to notify.</li>
</ul>
<p class="p">Adding the email user action allows you to enter the email
subject and body text. Body text can be formatted using HTML or
placeholders. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330-Using-placeholders" target="_blank">Using placeholders </a>for
more information on formatting with placeholders.</p>
<p class="p">If you
select a different notification destination when editing a
trigger or automation, the body text will reset.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
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