Object trigger conditions and actions reference

Verified AI summary ◀▼
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.




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.
This article contains the following topics:
Building object trigger condition statements
Building object trigger action statements


Related articles:
Understanding object triggers
Creating object triggers
Managing object triggers




Building object trigger condition statements


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: all and any. When conditions are specified under Meet
ALL of the following conditions, 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
Meet ANY of the following conditions.
Condition statements are composed of a Category, an Operator, and a
Value. 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.
Current user and Update conditions are available in addition to
the conditions based on the custom object's fields.
The following conditions:









Field type
Operators
Values





Object (available options vary
based on the fields defined for the object)


Object: Brand
is, is not
Select from brands or (current ticket brand).


Object: Checkbox
is
Select True or False.


Object: Current user
is, is not
Select from agent roles and users.


Object: Date
is, is not, present, not present, before, before or on, after,
after or on, within previous X days, within next X days
Enter a date.


Object: Decimal
is, is not, present, not present, less than, less than or equal
to, greater than, greater than or equal to
Enter any decimal value.


Object: Drop-down
is, is not, present, not present
Select from the field's options.


Object: Integer
is, is not, present, not present, less than, less than or equal
to, greater than, greater than or equal to
Enter any whole number value.


Object: Multi-line
is, is not, present, not present, includes, doesn't include,
includes string, doesn't include string
Enter any text-based value.


Object: Number
is, is not, present, not present, less than, greater than, less
than or equal to, greater than or equal to
Enter a numeric value.


Object: Regex
is, is not, present, not present, includes, doesn't include,
includes string, doesn't include string
Enter any value.


Object: Text
is, is not, present, not present, includes, doesn't include,
includes string, doesn't include string
Enter any text-based value.


Object: Update
is
A record was created or updated for the specified custom
object.


Lookup relationships


Lookup relationship
is, is not, present, not present
Select from records of that target object. You can also refer to
the related record's fields with placeholders.







Building object trigger action statements


Action statements define what occurs if the condition statements are true and the
trigger fires. Essentially, these are "then" statements. If your conditions
are true, then 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.
The following actions are supported:








Field type
Action





Object (available options vary
based on the fields defined for the object)


Object: Checkbox

True or False



Object: Date
Set a date.


Object: Decimal
Specify a decimal value.


Object: Drop-down
Select one of the field's options.


Object: Integer
Specify a whole number value.


Object: Multi-line
Set a text-based value.


Object: Number
Set a numeric value.


Object: Regex
Set a value.


Object: Text
Set a text-based value.


Lookup relationships


Lookup relationship
Select the related object and specify an action for records of
the related object.


Other



Notify by: Active webhook
Set the active webhook to notify. For more information about
using webhooks, see Creating a webhook. If
you select a different notification destination when editing a
trigger action, the body text resets.



Notify by: Group email
If the object is related to tickets, you select the group to
notify. If you select a different notification destination
when editing a trigger action, the body text resets.



Notify by: Text group
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
Using text notifications with
triggers: recipes and tips.



Notify by: Text user
If you are using Zendesk Text, you can configure a text to be
sent to a user when the trigger conditions are met. See Using text notifications with
triggers: recipes and tips.



Notify by: User email
Select a user related to the object or a related object to
notify. You can set the email user to any of the following:

(current user): The last person who updated the
record

(all non-restricted agents): Includes all agents that
have unrestricted access to the object

Email user: The actual, registered name of the agent
you want to notify.

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 Using placeholders for
more information on formatting with placeholders.
If you
select a different notification destination when editing a
trigger or automation, the body text will reset.








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