Ticket trigger conditions and actions reference


This article describes the different conditions and actions you can use when creating ticket and messaging session triggers. For information on creating new ticket triggers, seeCreating ticket triggers for automatic ticket updates and notifications.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise







Summary: ◀▼
You can create triggers using various ticket conditions like status, priority, assignee, tags, and custom fields to automate ticket updates and notifications. Actions include assigning tickets, adding tags or followers, setting priorities, sending notifications, and managing messaging sessions. These triggers help streamline support workflows by automatically responding to ticket changes and routing tasks based on specific criteria and customer interactions.




This article describes the different conditions and actions you can use when creating ticket
and messaging session triggers. For information on creating new ticket triggers, see Creating ticket triggers for automatic ticket updates and
notifications.
This article contains the following sections:


Building ticket trigger condition
statements
Building ticket trigger action
statements




Building ticket trigger condition statements

Condition statements consist of condition categories, field operators, and values. The
available values vary by the category selected. Condition statements are essentially ‘if’
statements that return all tickets or messaging sessions that meet the specified criteria.
For condition statements such as Ticket > Status, Ticket > Group, and Ticket > Assignee,
the trigger fires whenever the condition is changed. Changed refers to any
update made to the value, even if the value previously did not exist. For example the Ticket
&gt; Group trigger condition fires even if a ticket is created and a group is assigned to it
for the first time.



Table 1. Trigger Conditions






Condition
Description




Object


Ticket > Agent replies (Not available on Team
plans)


The number of public agent replies to a comment from another customer or agent within
Support tickets. For Messaging tickets, one public or private transcript (regardless
of the number of messages sent) equates to one agent
reply.



Ticket > Assignee

The assignee values are:


(—) indicates that the ticket is unassigned.

(requester) is the ticket requester. You can select this option to
return tickets that were opened by and then assigned to the same agent, for
example.

Agent name is the actual name of the person assigned to the
ticket.

Additional value for views:


(current user) is the person who last updated the ticket. The
(current user) changes each time someone different updates the
ticket. The update can be made by any agent or end-user with access to the
ticket.




Ticket > Assignee stations (Not available on
Team plans)

The number of different agents to which a ticket has been
assigned.


Ticket > Attachment
Checks whether or not the ticket update has any attachments. Both appended
and inline attachments are included, with the exception of inline attachments that
are added to the ticket using a macro.
Note: Attachments are properties of ticket
comments. The presence of attachments can't be evaluated without an accompanying
comment, so no attachment conditions can be met without a comment. For example,
a ticket that has comments and attachments won't meet a condition of
Attachment | is | present if the update that caused the trigger to run
doesn't include a comment and an attachment.
Additionally, a ticket without any comments fails to meet conditions such as
Attachment | is not | present purely because of the absense of
comments.




Ticket > Brand (Not available on Team plans)

Checks whether a ticket is associated with the specified brand.


Ticket > CC
Checks whether or not the ticket has any CCs on it at the time the trigger
runs. It does not check for followers or @mentions. Not supported for legacy
CCs.



Ticket > Channel
Where and how the ticket was created. The contents of this list will differ
depending on the channels you have active, and any integrations you are
using. For more information about the ticket channels you can configure, see
About Zendesk channels and Understanding ticket channels in
Explore.



Ticket > Channel name
The name of the messaging channel through which the ticket was created. All
active social, web, and mobile messaging channels appear in the list.


Ticket > Comment
Returns the type of comment contained in ticket updates.
Public is a comment that everyone can see. For Messaging tickets, a
comment is only considered public if transcripts are public.
Private is
a comment that only members of the support staff can see.
Present (public
or private) is used to indicate if the update contains a new comment.

Present, and requester can see the comment is used to indicate that the
update contains a comment and that it is visible to the requester. This includes private
comments, if the requester has permission to view them.


Ticket > Comment
text

Checks for the presence of single words and strings of words in the body of a new
comment when a ticket is updated. For newly-created tickets, the first comment in
the ticket is checked. A previous comment in a ticket is never used to evaluate this
condition.
The following content is also checked under certain circumstances:
For newly-created tickets, if the condition doesn't find a match in the
first comment, then the subject text of the ticket is checked. The subject
text is considered only if the ticket is newly-created.
If a ticket update doesn't include a comment, this condition treats the
ticket as if a new, empty comment was added and that empty comment is
checked.


This condition isn't case sensitive. You can use any of the following operators:



Contains at least one of the following words. Use a space to separate
multiple words.

Contains none of the following words. Use a space to separate
multiple words.
Contains the following string
Does not contain the following string


Note: In most languages, words are separated by spaces. When providing words or
strings in Han, Katakana, Hiragana, Kanji, or Hangul characters, spaces aren't
used as word boundaries except around any Arabic numerals that are
included.




Ticket > Due date
Checks whether a due date is or isn't present for the ticket.


Ticket > Custom fields

Custom fields support a subset of operators that vary by custom field type.
For all custom field types, you can check to see whether a value is present or
not. Additionally,
Date fields support most of the other familiar operators, but only evaluate
calendar days. Business schedules aren't
considered.
For drop-down and lookup relationship fields, you can check whether a
certain value is or is not set.
For multi-select fields, you can check whether certain values are or are not
selected.

All ticket lookup relationship fields can be selected under Lookup
relationships. All other types of custom fields on a ticket are available under
Tickets.



Ticket > Form (Suite Growth and above or Support
Enterprise plans only)

Your ticket forms are available as conditions. Select Ticket:
Form, then select a specific form. See Creating ticket forms to support multiple request
types.



Ticket > Group

The group values are:


(—) indicates that no group is assigned to the ticket.

Group name is the actual name of the group that is assigned to the ticket.

Additional value for views:


(current user's group) is all the groups that the agent belongs to.




Ticket > Group stations (Not available on Team
plans)

The number of different groups to which a ticket has been assigned.


Ticket > Integration account
Checks the integration account that the ticket came from, such as a specific
Facebook page, X (formerly Twitter) handle, or other channel integration account,
like Google Play. Select one of your configured integration accounts from the
drop-down menu.
Note: If there are multiple accounts defined for the same channel
type (for example, WhatsApp), tickets can be routed only by channel type, not by
a specific integration account.



Ticket > Intent (Advanced AI add-on only)

An AI prediction of what the ticket is about. To see the possible values,
open the Taxonomy tab of the Intent settings
page to see the AI Intents list under the Taxonomy values
heading. This condition category is available as part of intelligent triage.
Does not work
with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run
during ticket creation?



Ticket > Intent confidence (Advanced AI add-on only)

How likely it is that the intent prediction is correct. Values are
High, Medium, and Low. This condition category is
available as part of intelligent triage.
Does not work
with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run
during ticket creation?



Ticket > Language (Advanced AI add-on only)

An AI prediction of what language the ticket is written in. To see the
possible values, you can go to the Taxonomy tab of the
Language settings page. This condition category is available as part of intelligent triage.
Does not work
with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run
during ticket creation?



Ticket > Language confidence (Advanced AI add-on only)

How likely it is that the language prediction is correct. Values are
High, Medium, and Low. This condition category is
available as part of intelligent triage.
Does not work
with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run
during ticket creation?



Ticket > Messaging session ended reason

This condition is available when the end messaging sessions feature is turned
on.
Can be used with customizable CSAT to send a survey when an agent ends a messaging
session. Messaging session ended reason values are:


Ended by agent
Ended by trigger





Ticket > Messaging session state

Messaging session state values are:


Active: The messaging session has recent responses from
the end user.


Inactive: The messaging session hasn’t had an end-user
response in a specified period of time.


Ended: The messaging session was ended by an agent.





Ticket > Messaging session transcript

This condition is available when the messaging transcript feature is
configured.
Can be used to check whether a transcript is present and whether specific words
or phrases are present in the transcript.



Ticket > Number of incidents
Sets a threshold number of incidents on a problem ticket.


Ticket > On a holiday? (Not available on Team
plans)

This is set to yes during the full day of the holiday, not just during your
normal business hours that day. If you have multiple schedules (Enterprise plans
only), this condition category respects the list of holidays set in the schedule
applied to the ticket.
Note: This condition can't be used with the following
conditions:
Ticket > Within business hours?
Ticket > Within (schedule)





Ticket > Priority

There are four values for priority: Low, Normal, High, and Urgent.
As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent:
Priority is less than Urgent


Ticket > Privacy
Tests whether a ticket has public comments or not. You can select either:

Ticket has public comments
Ticket has no public comments





Ticket > Received at

Checks whether a ticket Is or Is not received by one or more email
addresses.
This condition checks the email address from which the ticket was received and the
email address from which the ticket was originally received. These values are often,
but not always, the same. The ticket can be received from a Zendesk email domain
such as sales@mondocam.zendesk.com, or from an external email domain such as
support@acmejetengines.com. The external email domain must be set up as described in
Forwarding incoming email to
Zendesk Support or the condition won't work.
This condition only works for valid support addresses. This condition could be met by
an email address in the CC field if it's associated with a valid support address.
Email configurations like Google Groups, aliases, and distribution groups are not supported for Zendesk support addresses, and they
may not meet this condition.
This condition doesn't check the channel from which the ticket originated and can be
true for tickets that weren't received through email. For example, when using the
Select an Address app, you can specify a
recipient email address and therefore meet this condition even though the ticket was
created in the agent interface.
If you're using an external address that is connected through forwarding, this
condition will also be met by a Zendesk support address that received it. For
example, if sales@mondocam.com forwards to sales@mondocam.zendesk.com, then both
addresses will meet this condition.
If you're using an authenticated connector instead of forwarding, this condition will
only be met by the external support address.



Ticket > Reopens (Not available on Team
plans)

The number of times a ticket's status changed from Solved to Open or
Pending.


Ticket > Routing channel
Checks whether a ticket is being routed as an email ticket in omnichannel
routing. This action is available when omnichannel routing and
messaging or Talk are both turned on for your account.



Ticket > Satisfaction (Not available on Team
plans)

Supports the following customer satisfaction rating values:


Unoffered means that the survey has not previously been sent

Offered means that the survey has already been sent

Bad means that the ticket has received a negative rating

Bad with comment means that the ticket has received a negative rating
with a comment

Good means that the ticket has received a positive rating

Good with comment means that the ticket has received a positive
rating with a comment





Ticket > Schedule (Enterprise plans only)

If you have set up multiple schedules, this is the schedule applied to the
ticket. The available values are the names of your schedules.


Ticket > Sentiment (Advanced AI add-on only)

An AI prediction of how the customer feels about their request. Values are
Very Positive, Positive, Neutral, Negative, and
Very Negative. This condition category is available as part of intelligent triage.
Does not work
with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run
during ticket creation?



Ticket > Sentiment confidence (Advanced AI add-on only)

How likely it is that the sentiment prediction is correct. Values are
High, Medium, and Low. This condition category is
available as part of intelligent triage.
Does not work
with the Ticket | Is | Created condition. See Why didn’t my intelligent triage trigger run
during ticket creation?



Ticket > Service catalog form
Used to check that the ticket uses a specific service request forms. Available only when the service catalog is turned on.



Ticket > Side conversation (Not available on Team plans)

You can create trigger conditions for side conversations so that assignees
know when a side conversation is created, closed, replied to, and reopened. This
condition applies to the parent ticket. Without
these conditions, the agent assigned to the parent ticket (who, ideally, is also
the creator of the side conversation) may have a hard time knowing what’s going on
with a particular issue. You can use these trigger condition statements with side conversations:

Side conversation | Is | Created
Created is the initial state of a newly created side conversation.



Side conversation | Is | Closed
Closed is the state of a side conversation after the agent clicks the
Mark done button to close the side conversation.


Side conversation | Is | Replied to
Replied to is the state of a side conversation after someone adds a
reply.


Side conversation | Is | Reopened
Reopened is the state of a side conversation after the agent clicks
the Reopen button to reopen a side conversation.






Ticket > Status category


Note: If you’ve activated custom ticket statuses, system
ticket statues and any ticket statuses you create are grouped into status
categories. Each status category has a default ticket status. See Managing ticket statuses.
The
status category values are:
New is the initial status category of a
newly created ticket (not assigned to an agent).
The Open status
category is for grouping ticket statuses that indicate when tickets are ready to
be worked on by your support team.
The Pending status category is
for grouping ticket statuses that are used to indicate that the support team is
waiting for the requester to reply.
The On-hold status category
contains ticket statuses used to indicate that the support request is awaiting a
resolution from a third party—someone who is not a member of your support staff
and does not have an agent account in your Zendesk. This status category is
optional and must be added to your Zendesk (see Adding on-hold ticket status to your
Zendesk). The Solved status category contains ticket statuses
that indicate that the customer’s issue has been resolved.
The
Closed status category contains the Closed system ticket status that
indicates that the ticket has been locked and cannot be reopened or updated.

When selecting a status category, you can use the field operators Less
Than and Greater Than to specify a range of tickets based on their
status category. New is the lowest value, with values increasing until
you get to Closed status category. For example, a condition statement
that returns tickets only in the New, Open, and Pending caetegories looks like
this:
Status category is less than Solved.



Ticket > Status


Note: If you’ve activated custom ticket statuses, existing
standard ticket statuses become status categories. If you have existing conditions
that use Status, they’re updated to the corresponding Status category.
The standard ticket status values are:
New is the initial status of a newly created ticket (not assigned to an
agent).
Open means that the ticket has been assigned to an agent.
Pending is used to indicate that the requester has been asked for information
and the ticket is therefore on hold until that information has been received.
On-hold means that the support request is awaiting a resolution from a third
party—someone who is not a member of your support staff and does not have an agent
account in your Zendesk account. This status is optional and must be added (see
Adding the On-hold ticket status).
Solved indicates that the customer’s issue has been resolved. Tickets remain
solved until they are closed.
Closed means that the ticket has been locked and cannot be reopened or
updated.
When selecting a status, you can use the field operators Less Than and
Greater Than to specify a range of tickets based on their status.
New is the lowest value, with values increasing until you get to
Closed status. For example, a condition statement that returns only New,
Open, and Pending tickets looks like this:
Status is less than Solved.



Ticket > Subject text
Checks for the presence of single words and strings of words in the subject
line of the ticket. This condition is not case sensitive. You can use any of the
following operators:

Contains at least one of the following words. Use a space (not a
comma) to separate multiple words.

Contains none of the following words. Use a space (not a comma) to
separate multiple words.
Contains the following string
Contains not the following string
Present
Not present

For Subject text, the Contains condition does not have to be an
exact match. If any part of the Subject text has the string specified in the
condition, the condition will be
satisfied.
This condition is not available
if the Subject field has been deactivated.



Ticket > Tags

Determine whether tickets contain a specific tag or tags. You can include or exclude
tags in the condition statement by using the operators Contains at least one of
the following or Contains none of the following. More than one tag
can be added. Press Enter between each tag you
add.



Ticket > Is
Created or Updated. Created will fire only when a new ticket is
created. For an AI agent ticket, Created will fire only when
the ticket is escalated to a human agent. Updated will fire only when an existing ticket
is modified and submitted.


Ticket > Ticket status
If you’ve activated custom ticket statuses, you can select system
ticket statuses and new ticket statuses you created as conditions. When
selecting a ticket status, you can use the field operators Contains at least
one of the following and Contains none of the following and specify
multiple ticket statuses. For example, a condition statement that returns
tickets with either a specific new or system ticket status may look like
this:
Ticket status Contains at least one of the following: Open, Dev
assigned, Escalated.



Ticket > Type

The ticket type values
are:
Question
Incident is used to indicate that there
is more than one occurrence of the same problem. When this occurs, one ticket is set
to Problem and the other tickets that are reporting the same problem are set to
Incident and linked to the problem ticket.
Problem is a support issue
that needs to be resolved.
Task is used by the support agents to track
various tasks.


Ticket > Update via
Checks where the ticket was updated from and can be any of the same
sources as the ticket channel condition (above). Autoreply events can't be reliably
identified by this condition. Agent replies submitted
through the standard interface or Agent Workspace are recorded as updated via the Web
channel. In the Agent Workspace, they will appear as updated via Email, but triggers
still recognize them as updated via Web. Bulk
updates to tickets from the Support interface are recorded as updated via a Web Services
(API) channel.


Ticket > Within business hours? (Not
available on Team plans)

Yes or No. This condition is available if an administrator has set business
hours. If you are on an Enterprise plan and have multiple schedules, the
"within business hours" conditions are based on the schedule that is applied to
the ticket (see Applying your schedules to tickets).
Note: This
condition can't be used with the Ticket > On a holiday? condition.





Ticket > Within (schedule) (Enterprise plans
only)

If you have set up multiple schedules, this allows you to compare the ticket
update time to any schedule, not just the schedule applied to the ticket.
The available values are the names of your schedules.
Note: This condition can't be
used with the Ticket > On a holiday? condition.




Lookup relationships



Custom object > Custom object (record)
For custom objects related to tickets, the custom object's records are
available as conditions.



Custom object > Custom field

For custom objects related to tickets, the custom object's fields are
available as conditions. Custom date field conditions always refer to calendar
days; business hours and schedules aren't
considered.



Organization > Organization (record)

The organization values are:


(—) indicates that no organization has been added to the ticket. If you
have multiple organizations, (—) displays for a certain number of
organizations, but is a blank value above that number. If you have a large
number of organizations, start typing the organization name to find a
match.


Organization name is the name of an organization.




Organization > Custom fields

Custom organization fields are available as conditions. If the trigger
includes this condition, but the ticket isn't associated with an organization, the
trigger does not fire. Custom date field conditions always refer to calendar
days; business hours and schedules aren't
considered.



Requester > Requester (record)

Checks the Requester field on the ticket. The requester values are:


(assignee) is the person assigned to the ticket. The condition
statement ‘Requester is Assignee’ is true if the requester is also the person
assigned to the ticket.  This is possible if an agent created a ticket and was
then assigned to it.

Agent name is the actual name of the agent.

Additional value for views:


(current user) is the requester of the ticket. The trigger will fire
whenever that person updates the ticket.




Requester > Custom fields

Custom user fields are available as conditions. Custom date field
conditions always refer to calendar days; business hours and schedules aren't
considered.



Requester > Is verified by X Corp
Verifies that the requester is a verified X (formerly Twitter)
account.


Requester > Number of X Corp
followers
The number of the requester’s X (formerly Twitter) followers.


Requester > Number of tweets
The total number of the requester’s tweets.


Requester > Language
The language preference of the person who submitted the request.


Requester > Role
The role of the ticket requester. The role type can be agent, admin, or
end-user. Additionally, if you're using light agents, the light agent role type is
available.


Requester > Time zone
The time zone of the ticket requester.


Ticket > Lookup relationship fields

Ticket lookup relationship fields are available as conditions.


Ticket details


Ticket details > Current user
You can select any of the following for the type of user that last
updated the ticket:

(agent) is a support staff member.

(end user) is anyone who is a registered user and not an agent or an
administrator. They can only submit and track tickets and communicate with
agents publicly (meaning their comments can never be private).


Agent name is the actual name of an agent.

If a ticket
is created by an internal system event such as voicemail, the Current user
condition is not applied. When a voicemail ticket is created, the first comment on
the ticket is added by Support as a private comment and includes the voicemail
recording, but Support doesn't interpret the comment as being from a user.

The Current user
condition is not supported when the ticket is from a messaging channel.




Ticket sharing > Sent to
Checks whether a ticket was shared to another Zendesk via a specific ticket
sharing agreement.


Ticket sharing > Received from
Checks whether a ticket was shared from another Zendesk via a specific ticket
sharing agreement.








Building ticket trigger action statements

Action statements define what occurs if all the condition statements are true and the
ticket trigger fires. You can think of action statements as ‘then’ statements – if
all of your conditions are true then perform these actions to update the ticket and
optionally send notifications.


Table 2. Trigger actions






Action
Description




Object


Ticket > Add CC
Add an agent or the current user to copy on the ticket update. This action is
available when CCs are enabled on tickets. This is supported for legacy CCs and
followers functionality only. When the updated CCs and followers experience is
enabled, this action is replaced by the Ticket > Add follower
action.



Ticket > Add follower
Add an agent or the current user as a follower on the ticket update. When the
updated CCs and followers experience is
enabled, this action replaces the Ticket > Add CC
action.


Ticket > Add skills
The skills you want to add to a ticket and whether they are required or can
time out. Any existing skills on the ticket are unaffected. This action is
available when omnichannel routing is enabled and you've created at least one skill.


Ticket > Add tags
The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces.


Ticket > Assignee

You can set the assignee to any of the following:


(—) or leaving the field empty is used to set assignee to no one
(unassigned)

(requester) is the ticket requester. You can select this option to return
tickets that were opened by and then assigned to the same agent, for
example.

Agent name is the agent to be assigned the ticket.

Additional value for triggers and macros:


(current user) is the last person to have updated the ticket, which is
not necessarily the same person who is assigned to the ticket. The current user
(whoever updated the ticket last) changes whenever the ticket is updated.




Ticket > Autoreply
Add a public comment to the ticket to attempt to directly answer the
customer’s request. This action is suppressed if the agent assigned to the
ticket doesn't have permission to add public comments to tickets, such as light
agents.
For more information about using this action, see Adding a public comment to a ticket using a
trigger.



Ticket > Brand (Not available on Team plans)

Add a brand to the ticket.


Ticket > Form (Suite Growth and above or Support Enterprise plans
only)

Your ticket forms are available as actions. Select a specific
form. See Creating ticket forms to support multiple request
types.



Ticket > Custom fields

Checkbox, drop-down, text, number, and date custom fields are available as
actions. Custom date field actions always refer to calendar days; business
hours and schedules aren't
considered.



Ticket > Group

You can set groups to any of the following:


(—) is used to unassign a group (if one has already been assigned)

Group name is the actual name of the group that is assigned to the ticket.

Additional value for macros:


(current user’s groups) is all the groups to which the agent who is updating the ticket belongs.




Ticket > Internal note
Add an internal note to the ticket. For more information about using this
action, see Adding an internal note to a ticket using a
trigger.



Ticket > Messaging session

Ends the messaging session.
This action is only available for messaging
tickets. See About ending messaging sessions.
Note: Don't combine this
action with the Ticket > Set routing channel action in a single
trigger.



Ticket > Priority
The priority can be set to Low, Normal, High or Urgent



Ticket > Redact (Advanced Data Privacy and Protection
add-on only)

The types of personally identifiable information (PII) you want to remove
from ticket comments. This action is available when the redaction suggestions feature is turned on. For more
information about using this action, see Automatically redacting sensitive information
in tickets using triggers.



Ticket > Remove skills
The skills you want to remove from the ticket. This action is available when
omnichannel routing is turned on and you've created at least one skill.


Ticket > Remove tags
The tags that you want removed from the existing list of tags contained
in the ticket (if any). Tags must be separated with spaces.


Ticket > Satisfaction
You can set this action to: offered to requester. This indicates that the survey request has been sent to the ticket requester.


Ticket > Set routing channel
Causes omnichannel routing to treat a messaging conversation or call as an
email ticket as long as the ticket also has the auto-routing tag or you're using
custom queues. This means it's counted
towards an agent's email capacity. However, it still appears as a messaging or
voice ticket in the Agent Workspace and the ticket’s via type doesn’t change.
This action is available when omnichannel routing and messaging or Talk are
both turned on for your account.
When used to route messaging
conversations as tickets:
If this action is applied to a ticket with an ongoing messaging session,
it ends the session.
Don't combine this with the Ticket > Messaging session action in a
single trigger.

If you'd prefer to treat all messaging conversations as email tickets
after an agent ends the messaging session, see Routing agent-ended messaging sessions as
email tickets.



When used to route calls as email tickets:
Train agents to get the caller's email address prior to this trigger
running. This action can occur regardless of whether you have the email
address, but without it, you won't be able to finish communicating with the
caller via email.
Best used on tickets created on or after March 19, 2026.





Ticket > Set schedule (Enterprise plans only)

Your schedules are available as actions. Select Ticket: Set schedule,
then select a specific schedule. When you set up multiple schedules, you must
create triggers to apply your schedules to tickets. See Setting your schedule with business hours and
holidays.



Ticket > Set skills
The skills you want to insert into the ticket and whether they are required
or can time out. The set skills action deletes all skills currently applied to the
ticket and replaces them. This action is available when omnichannel routing is
turned on and you've created at least one skill.


Ticket > Set tags
The tags you want to insert into the ticket. The set tag action deletes
all tags currently applied to the ticket, or associated with any ticket fields, and
replaces them. Tags must be separated with spaces.


Ticket > Share ticket with (Enterprise plans only)

Share the ticket with the specified account. Requires that a ticket sharing
agreement be in place. See Sharing tickets with other Support
accounts and Using business rules to share
tickets.



Ticket > Side conversation via email (Not available on Team
plans)

Create an email side conversation. Available only when email side conversations are enabled. When using this
action, you must include content in the email message for the side conversation
to be created. We suggest also adding a Ticket: Add tags action that adds
a tag, such as "triggered_sc" that can be used in a Tags | Contains none of
the following | triggered_sc condition to prevent triggers from creating
unnecessary side conversations.

Note: When using this action, the Side
conversation | is | Created condition is suppressed.



Ticket > Side conversation via child ticket (Not available on Team
plans)

Create a child ticket side conversation. Available only when child ticket side conversations are enabled. It's best
to use a ticket that is already assigned to an agent as the parent ticket. If a
child ticket is created for a parent ticket that hasn't been assigned to an
agent or group, the child ticket's requester is set to the Zendesk System User.
It's also best practice to include an action that assigns an agent or group for
the child ticket created by this action.
When using this action, we
suggest also adding a Ticket: Add tags action that adds a tag, such as
"triggered_sc" that can be used in a Tags | Contains none of the following |
triggered_sc condition to prevent triggers from creating unnecessary side
conversations.
If you've configured your child ticket settings to
include certain fields by default, the fields aren't included when a child
ticket is created via this trigger action.
When a child ticket is being
created by this action, actions creating new child tickets are
supressed.

Note: When using this action, the Side conversation | is |
Created condition is suppressed.



Ticket > Status category


Note: If you’ve activated custom ticket statuses, system
ticket statues and any ticket statuses you create are grouped into status
categories. Each status category has a default ticket status. See Managing ticket statuses.
When
you use a status category as an action, the ticket status is set to the
category's default ticket status.
The status category values
are:
New is the initial status category of a newly created ticket
(not assigned to an agent).
The Open status category is for
grouping ticket statuses that indicate when tickets are ready to be worked on by
your support team.
The Pending status category is for grouping
ticket statuses that are used to indicate that the support team is waiting for
the requester to reply.
The On-hold status category contains ticket
statuses used to indicate that the support request is awaiting a resolution from a
third party—someone who is not a member of your support staff and does not have an
agent account in your Zendesk. This status category is optional and must be added
to your Zendesk (see Adding on-hold ticket status to your
Zendesk). The Solved status category contains ticket statuses
that indicate that the customer’s issue has been resolved.
The
Closed status category contains the Closed system ticket status that
indicates that the ticket has been locked and cannot be reopened or updated.




Ticket > Status


Note: If you’ve activated custom ticket statuses, existing system ticket
statuses become status categories. If you have existing actions that use Status,
they’re updated to the default status of the corresponding Status
category.
The system ticket status values can be set to the following:

New is the initial status of a newly created ticket (not assigned
to an agent).
Open means that the ticket has been assigned to an
agent.
Pending is used to indicate that the requester has been asked
for information and the ticket is therefore on hold until that information has been
received.
On-hold means that the support request is awaiting a
resolution from a third party—someone who is not a member of your support staff and
does not have an agent account in your Zendesk.
Solved indicates that
the customer’s issue has been resolved. The ticket is solved even if required ticket fields are still blank.
Tickets remain solved until they are closed. When tickets are closed is based on
business rules you define for this step in the workflow, using automations.

Closed means that the ticket has been locked and cannot be reopened or
updated.


Ticket > Ticket status
If you’ve activated custom ticket statuses, you can specify
actions that set the ticket status to a new or system status.


Ticket > Type

The type can be set to the following:

Question
Incident indicates that there is more than
one occurrence of the same problem. When this occurs, one ticket is set to Problem
and the other tickets that are reporting the same problem are set to Incident and
linked to the problem ticket.
Problem is a support issue that needs
to be resolved.
Task is used by the support agents to track various tasks.


Lookup relationship



Custom object > Custom object (record)
Select a custom object record to relate to the ticket.


Organization > Custom fields

Custom organization fields are available as actions. If the trigger includes
this action, but the ticket isn't associated with an organization, the trigger
does not fire. Custom date field actions always refer to
calendar days; business hours and schedules aren't
considered.



Requester > Language
Set the requester's language to one of your supported languages.


Requester > Custom fields

Custom user fields are available as actions. Custom date field actions
always refer to calendar days; business hours and schedules aren't
considered.



Ticket > Lookup relationship fields

Ticket lookup relationship fields are available as actions.


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, the body text will reset.



Notify by > Autoreply using generative AI

Sends an automated email response to a customer Support ticket.
The content of the email is AI-generated using information in your help
center.


Note: This trigger action works only as part of an AI
agent on an email channel. You can’t create a standalone trigger using this
action.

For more information, see Publishing an AI agent to make it live for
customers.


Notify by > Autoreply with articles
Sends an automated email response to the customer's request. The email
contains help center article suggestions to help the customer resolve their
issue. For more information about email autoreplies, see Using autoreplies to recommend articles in
email notifications.



Notify by > External target
Set the external email target to notify. For more information about
using email targets, see Notifying external email targets. If you select a
different notification destination when editing a trigger, the body text will reset.




Notify by > Group email

You can set email group to any of the following:


(assigned group) is a reference to the assign group.

Email group name is the actual name of a group.

If you select a different notification destination when editing a trigger, the body
text will reset.
See Understanding how to format email
notifications.



Notify by > Group text
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 > Request messaging satisfaction survey
Sends an automated satisfaction survey at the end of the conversation. See
About the CSAT (Customer Satisfaction) user
experience for email and messaging.


Notify by > Tweet
Respond to the X (formerly Twitter) requester with a Tweet. An @mention, and
shortened ticket URL are added to the message so make sure to stay within the
maximum Tweet length.


Notify by > User email
You can set the email user to any of the following:

(requester) is the ticket requester.

(assignee) is the agent assigned to the ticket.

Email user name is the actual registered name of the agent who will
receive the email.

Additional values for triggers and automations:


(current user) is the last person who updated the ticket.

(all non-restricted agents) includes all agents that have unrestricted
access to the ticket.

(requester and CCs) is the ticket requester and any users who are listed
as CCs on the ticket. This value is recommended when CCs and followers is turned on for the
account. If CCs and followers is rolled back, the behavior reverts to
only emailing the requester and this value is not available.


The email notification is sent only if the update includes a public comment. If
the update has a private comment or no comment, the trigger or automation can still
fire other actions, but it won't send the notification.

When using this action while CCs
and followers are turned on for the account, there are two known limitations:
If you use Notify by > User email | (requester), rather than the
(requester and CCs) option when CCs and followers are turned on
for the account, the resulting ticket comment won't include the requester's
email address.
When using the Notify by > User email | (requester and CCs) action,
Support suppresses emails to a user if the ticket update is from that same
user. This is expected behavior to eliminate redundant emails. For more
information about suppression, see Understanding suppression of CCs email
notifications.


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.

See Understanding how to format email
notifications.



Notify by > User text
If you are using Zendesk Text, you can configure a text to be sent to the
user when the trigger conditions are met (see Using Text notifications with triggers: Recipes and
tips).


Notify by > Zendesk integration
When using the Slack for Zendesk Support integration, you can notify Slack
users about Zendesk ticket events. Select Notify Zendesk integration and
Slack integration from the drop-down lists. See Creating triggers for Slack ticket
notifications.








{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference",
"url": "https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference",
"headline": "Ticket trigger conditions and actions reference",
"description": "You can create and configure ticket triggers using various condition and action statements to automate ticket updates and notifications based on specific criteria.",
"articleSection": "Business rules",
"datePublished": "2021-10-16T17:09:19+00:00",
"dateModified": "2026-03-19T15:00:54.346919+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}
//
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//

