Ticket trigger conditions and actions reference

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
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<p id="docs-ai-summary-content">
This article explains how to create ticket triggers
using conditions and actions. You can set conditions to define specific criteria
for which tickets the trigger applies to, such as ticket status or channel. Actions determine what
happens when these conditions are met, such as updating ticket status or
sending notifications. Ticket triggers streamline support processes by automating
ticket management and routing based on predefined rules.
</p>
</div>
<div class="body">
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating ticket triggers for automatic ticket updates and
notifications</a>.
</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic_wq5_yjz_1cb__ul_qtv_2kz_1cb">
<li class="li">
<a class="xref" href="#topic_i3y_fkz_1cb">Building ticket trigger condition
statements</a>
</li>
<li class="li">
<a class="xref" href="#topic_ncz_4kz_1cb">Building ticket trigger action
statements</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_i3y_fkz_1cb">
<h2 class="title topictitle2" id="ariaid-title2">Building ticket trigger condition statements</h2>
<div class="body">
<p class="p">
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.
</p>
<p class="p">
For condition statements such as Ticket &gt; Status, Ticket &gt; Group,
and Ticket &gt; Assignee,
the trigger fires whenever the condition is <em class="ph i">changed</em>.
<em class="ph i">Changed</em> 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.
</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_i3y_fkz_1cb__table_rbz_jby_tb" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<caption>
<span class="tablecap"><span class="table--title-label">Table 1. </span>Trigger Conditions</span>
</caption>
<colgroup>
<col style="width: 26.595744680851062%;">
<col style="width: 73.40425531914893%;">
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e89" style="vertical-align: top;">Condition</th>
<th class="entry cell-norowborder" id="d51e92" style="vertical-align: top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cell-norowborder" colspan="2" headers="d51e89 d51e92" style="vertical-align: top;">
<strong class="ph b">Object</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_agent_replies" style="vertical-align: top;">
Ticket &gt; Agent replies
<p class="p">(Not available on Team
plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
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.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_assignee" style="vertical-align: top;">Ticket &gt; Assignee</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">The assignee values are:</p>
<ul class="ul" id="topic_i3y_fkz_1cb__ul_vt4_pg4_wk">
<li class="li">
<strong class="ph b"> (—)</strong> indicates
that the ticket is unassigned.
</li>
<li class="li">
<strong class="ph b">(requester)</strong>
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.
</li>
<li class="li">
<strong class="ph b">Agent name</strong>
is the actual name of the person assigned
to the
ticket.
</li>
</ul>
<p class="p">Additional value for views:</p>
<ul class="ul" id="topic_i3y_fkz_1cb__ul_j5w_pg4_wk">
<li class="li">
<strong class="ph b">(current user)</strong>
is the person who last updated the ticket.
The
<strong class="ph b">(current user)</strong>
changes each time someone different updates
the
ticket. The update can be made by any agent
or end-user with access to the
ticket.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_assignee_stations" style="vertical-align: top;">
Ticket &gt; Assignee stations
<p class="p">(Not available on
Team plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
The number of different agents to which a ticket
has been
assigned.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Attachment</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
<div class="note note">
<span class="notetitle">Note:</span> 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
<strong class="ph b">Attachment | is | present</strong>
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
<strong class="ph b">Attachment | is not | present</strong>
purely because of the absense of
comments.
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; Brand
<p class="p">(Not available on Team plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Checks whether a ticket is associated with the specified
brand.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; CC</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
<p class="p">
Not supported for
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">legacy
CCs</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_channel" style="vertical-align: top;">Ticket &gt; Channel</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
<p class="p">
For more information about the ticket channels
you can configure, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050-About-Zendesk-Support-channels" target="_blank">About Zendesk channels</a>
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket channels in
Explore</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Channel name</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
The name of the messaging channel through which the
ticket was created. All
active social, web, and mobile messaging channels
appear in the list.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_comment_is" style="vertical-align: top;">Ticket &gt; Comment</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Returns the type of comment contained in ticket updates.
<p class="p">
<strong class="ph b">Public</strong> is a comment
that everyone can see. For Messaging tickets,
a
comment is only considered public if transcripts
are public.
</p>
<p class="p">
<strong class="ph b">Private</strong> is
a comment that only members of the support staff
can see.
</p>
<p class="p">
<strong class="ph b">Present (public
or private)</strong>
is used to indicate if the update contains a
new comment.
</p>
<strong class="ph b">Present, and requester can see the comment</strong>
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.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_comment_text" style="vertical-align: top;">Ticket &gt; Comment
text</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
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.
</p>
<div class="p">
The following content is also checked under certain
circumstances:
<ul class="ul" id="topic_i3y_fkz_1cb__d11e19">
<li class="li">
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.
</li>
<li class="li">
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.
</li>
</ul>
</div>
<p class="p">
This condition isn't case sensitive. You can
use any of the following operators:
</p>
<div class="p">
<ul class="ul" id="topic_i3y_fkz_1cb__d11e33">
<li class="li">
<strong class="ph b">Contains at least one of the following words</strong>.
Use a space to separate
multiple words.
</li>
<li class="li">
<strong class="ph b">Contains none of the following words</strong>.
Use a space to separate
multiple words.
</li>
<li class="li">
<strong class="ph b">Contains the following string</strong>
</li>
<li class="li">
<strong class="ph b">Does not contain the following string</strong>
</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> 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.
</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Due date</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Checks whether a due date is or isn't present for
the ticket.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_custom_fields" style="vertical-align: top;">
Ticket &gt; <em class="ph i">Custom fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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,
<ul class="ul" id="topic_i3y_fkz_1cb__ul_j2m_3fq_ywb">
<li class="li">
Date fields support most of the other familiar
operators, but only evaluate
calendar days. Business schedules aren't
considered.
</li>
<li class="li">
For drop-down and lookup relationship fields,
you can check whether a
certain value is or is not set.
</li>
<li class="li">
For multi-select fields, you can check whether
certain values are or are not
selected.
</li>
</ul>
<p class="p">
All ticket lookup relationship fields can be
selected under Lookup
relationships. All other types of custom fields
on a ticket are available under
Tickets.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_form" style="vertical-align: top;">
Ticket &gt; Form
<p class="p">
(Suite Growth and above or Support
Enterprise plans only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Your ticket forms are available as conditions. Select
<strong class="ph b">Ticket:
Form</strong>,
then select a specific form.
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating ticket forms to support multiple request
types</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_group" style="vertical-align: top;">Ticket &gt; Group</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">The group values are:</p>
<ul class="ul" id="topic_i3y_fkz_1cb__d13e17">
<li class="li">
<strong class="ph b">(—)</strong> indicates
that no group is assigned to the ticket.
</li>
<li class="li">
<strong class="ph b">Group name</strong>
is the actual name of the group that is assigned
to the ticket.
</li>
</ul>
<p class="p">Additional value for views:</p>
<ul class="ul" id="topic_i3y_fkz_1cb__d13e33">
<li class="li">
<strong class="ph b">(current user's group)</strong>
is all the groups that the agent belongs
to.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_group_stations" style="vertical-align: top;">
Ticket &gt; Group stations
<p class="p">(Not available on Team
plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
The number of different groups to which a ticket
has been assigned.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_integration" style="vertical-align: top;">Ticket &gt; Integration account</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
<div class="note note">
<span class="notetitle">Note:</span> 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.
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; Intent
<p class="p">
(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a>
add-on only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
An AI prediction of what the ticket is about. To
see the possible values,
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_nl1_s4g_htb" target="_blank">open the Taxonomy tab of the Intent settings
page</a>
to see the AI Intents list under the
<strong class="ph b">Taxonomy values</strong>
heading.
<p class="p">
This condition category is available as part
of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a>.
</p>
<p class="p">
Does not work
with the <strong class="ph b">Ticket</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong> condition.
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940673936026" target="_blank">Why didn’t my intelligent triage trigger run
during ticket creation?</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; Intent confidence
<p class="p">
(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a>
add-on only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
How likely it is that the intent prediction is correct.
Values are
<strong class="ph b">High</strong>,
<strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.
<p class="p">
This condition category is
available as part of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a>.
</p>
<p class="p">
Does not work
with the <strong class="ph b">Ticket</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong> condition.
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940673936026" target="_blank">Why didn’t my intelligent triage trigger run
during ticket creation?</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; Language
<p class="p">
(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a>
add-on only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
An AI prediction of what language the ticket is written
in. To see the
possible values, you can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_nl1_s4g_htb" target="_blank">go to the Taxonomy tab</a>
of the Language
settings page.
<p class="p">
This condition category is available as part
of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a>.
</p>
<p class="p">
Does not work
with the <strong class="ph b">Ticket</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong> condition.
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940673936026" target="_blank">Why didn’t my intelligent triage trigger run
during ticket creation?</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; Language confidence
<p class="p">
(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a>
add-on only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
How likely it is that the language prediction is
correct. Values are
<strong class="ph b">High</strong>,
<strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.
<p class="p">
This condition category is
available as part of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a>.
</p>
<p class="p">
Does not work
with the <strong class="ph b">Ticket</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong> condition.
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940673936026" target="_blank">Why didn’t my intelligent triage trigger run
during ticket creation?</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Messaging session ended reason</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
This condition is available when the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">end messaging sessions</a>
feature is turned
on.
</p>
Can be used with customizable CSAT to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8082415949210" target="_blank">send a survey</a>
when an agent ends a messaging
session.
<p class="p">Messaging session ended reason values are:</p>
<div class="p">
<ul class="ul" id="topic_i3y_fkz_1cb__ul_nsn_pz5_tfc">
<li class="li">
<strong class="ph b">Ended by agent</strong>
</li>
<li class="li">
<strong class="ph b">Ended by ticket trigger</strong>
</li>
<li class="li">
<strong class="ph b">Ended by auto-release capacity</strong>
</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Messaging session state</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">Messaging session state values are:</p>
<ul class="ul" id="topic_i3y_fkz_1cb__ul_mwd_t1n_pdc">
<li class="li">
<strong class="ph b">Active</strong>: The
messaging session has recent responses from
the end user.
</li>
<li class="li">
<strong class="ph b">Inactive</strong>: The
messaging session hasn’t had an end-user
response in a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658#topic_d1b_hpz_1bc" target="_blank">specified period of time</a>.
</li>
<li class="li">
<strong class="ph b">Ended</strong>: The
messaging session was
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">ended by an agent</a>.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Messaging session transcript</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
This condition is available when the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408818625690" target="_blank">messaging transcript</a>
feature is
configured.
</p>
<p class="p">
Can be used to check whether a transcript is
present and whether specific words
or phrases are present in the transcript.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_number_incidents" style="vertical-align: top;">Ticket &gt; Number of incidents</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">Sets a threshold number of incidents on a problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_on_holiday" style="vertical-align: top;">
Ticket &gt; On a holiday?
<p class="p">(Not available on Team
plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
<div class="note note">
<span class="notetitle">Note:</span> This condition
can't be used with the following
conditions:
<ul class="ul" id="topic_i3y_fkz_1cb__ul_ffl_ktx_k3c">
<li class="li">Ticket &gt; Within business hours?</li>
<li class="li">Ticket &gt; Within (schedule)</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_priority" style="vertical-align: top;">Ticket &gt; Priority</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
There are four values for priority:
<strong class="ph b">Low</strong>,
<strong class="ph b">Normal</strong>,
<strong class="ph b">High</strong>, and
<strong class="ph b">Urgent</strong>.
</p>
<p class="p">
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:
</p>
Priority is less than Urgent
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Privacy</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Tests whether a ticket has public comments or not.
You can select either:
<div class="p">
<ul class="ul" id="topic_i3y_fkz_1cb__ul_t23_hmy_hhb">
<li class="li">Ticket has public comments</li>
<li class="li">Ticket has no public comments</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_received_at" style="vertical-align: top;">Ticket &gt; Received at</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
Checks whether a ticket <strong class="ph b">Is</strong>
or <strong class="ph b">Is not</strong> received
by one or more email
addresses.
</p>
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886828698" target="_blank">Forwarding incoming email to
Zendesk Support</a>
or the condition won't work.
</p>
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821055130" target="_blank">not supported for Zendesk support addresses</a>,
and they
may not meet this condition.
</p>
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830888730" target="_blank">Select an Address app</a>,
you can specify a
recipient email address and therefore meet this
condition even though the ticket was
created in the agent interface.
</p>
<p class="p">
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.
</p>
<p class="p">
If you're using an authenticated connector instead
of forwarding, this condition will
only be met by the external support address.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_reopens" style="vertical-align: top;">
Ticket &gt; Reopens
<p class="p">(Not available on Team
plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
The number of times a ticket's status changed from
Solved to Open or
Pending.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Routing channel</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Checks whether a ticket is being routed as an email
ticket in omnichannel
routing.
<p class="p" dir="ltr">
This action is available when omnichannel routing
and
messaging or Talk are both turned on for your
account.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_satisfaction" style="vertical-align: top;">
Ticket &gt; Satisfaction
<p class="p">(Not available on Team
plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Supports the following customer satisfaction rating
values:
<div class="p">
<ul class="ul" id="topic_i3y_fkz_1cb__d16e16">
<li class="li">
<strong class="ph b">Unoffered</strong>
means that the survey has not previously
been sent
</li>
<li class="li">
<strong class="ph b">Offered</strong>
means that the survey has already been
sent
</li>
<li class="li">
<strong class="ph b">Bad</strong> means
that the ticket has received a negative
rating
</li>
<li class="li">
<strong class="ph b">Bad with comment</strong>
means that the ticket has received a
negative rating
with a comment
</li>
<li class="li">
<strong class="ph b">Good</strong> means
that the ticket has received a positive
rating
</li>
<li class="li">
<strong class="ph b">Good with comment</strong>
means that the ticket has received a
positive
rating with a comment
</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_schedule" style="vertical-align: top;">
Ticket &gt; Schedule
<p class="p">(Enterprise plans only)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
If you have set up multiple schedules, this is the
schedule applied to the
ticket. The available values are the names of your
schedules.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; Sentiment
<p class="p">
(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a>
add-on only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
An AI prediction of how the customer feels about
their request. Values are
<strong class="ph b">Very Positive</strong>,
<strong class="ph b">Positive</strong>,
<strong class="ph b">Neutral</strong>,
<strong class="ph b">Negative</strong>, and
<strong class="ph b">Very Negative</strong>.
<p class="p">
This condition category is available as part
of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a>.
</p>
<p class="p">
Does not work
with the <strong class="ph b">Ticket</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong> condition.
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940673936026" target="_blank">Why didn’t my intelligent triage trigger run
during ticket creation?</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; Sentiment confidence
<p class="p">
(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a>
add-on only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
How likely it is that the sentiment prediction is
correct. Values are
<strong class="ph b">High</strong>,
<strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.
<p class="p">
This condition category is
available as part of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a>.
</p>
<p class="p">
Does not work
with the <strong class="ph b">Ticket</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong> condition.
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940673936026" target="_blank">Why didn’t my intelligent triage trigger run
during ticket creation?</a>
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Service catalog form</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Used to check that the ticket uses a specific
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836460698#topic_p3b_rwv_dgc" target="_blank">service request forms</a>.
<p class="p">
Available only when the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">service catalog is turned on</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__side_conversation" style="vertical-align: top;">
Ticket &gt; Side conversation
<p class="p">(Not available on Team plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
<div class="p">
You can use these trigger condition statements
with side conversations:
<ul class="ul" id="topic_i3y_fkz_1cb__d18e14">
<li class="li">
<strong class="ph b">Side conversation</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Created</strong>
<p class="p">
<strong class="ph b">Created</strong>
is the initial state of a newly created
side conversation.
</p>
</li>
<li class="li">
<strong class="ph b">Side conversation</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Closed</strong>
<p class="p">
<strong class="ph b">Closed</strong>
is the state of a side conversation
after the agent clicks the
Mark done button to close the side
conversation.
</p>
</li>
<li class="li">
<strong class="ph b">Side conversation</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Replied to</strong>
<p class="p">
<strong class="ph b">Replied to</strong>
is the state of a side conversation
after someone adds a
reply.
</p>
</li>
<li class="li">
<strong class="ph b">Side conversation</strong>
| <strong class="ph b">Is</strong> |
<strong class="ph b">Reopened</strong>
<p class="p">
<strong class="ph b">Reopened</strong>
is the state of a side conversation
after the agent clicks
the Reopen button to reopen a side
conversation.
</p>
</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Status category </td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
system
ticket statues and any ticket statuses you create
are grouped into status
categories. Each status category has a default
ticket status. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402-Managing-ticket-statuses-#topic_zgh_dbh_vrb" target="_blank">Managing ticket statuses</a>.
</div>
<p class="p">The
status category values are:</p>
<p class="p">
<strong class="ph b">New</strong> is the initial
status category of a
newly created ticket (not assigned to an agent).
</p>
<p class="p">
The <strong class="ph b">Open </strong>status
category is for grouping ticket statuses that
indicate when tickets are ready to
be worked on by your support team.
</p>
<p class="p">
The <strong class="ph b">Pending</strong> status
category is
for grouping ticket statuses that are used to
indicate that the support team is
waiting for the requester to reply.
</p>
The <strong class="ph b">On-hold</strong> 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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458-Adding-the-On-hold-ticket-status-to-your-Zendesk" target="_blank">Adding on-hold ticket status to your
Zendesk</a>).
<p class="p">
The <strong class="ph b">Solved</strong> status
category contains ticket statuses
that indicate that the customer’s issue has been
resolved.
</p>
<p class="p">
The
<strong class="ph b">Closed</strong> status category
contains the Closed system ticket status that
indicates that the ticket has been locked and
cannot be reopened or updated.
</p>
<p class="p">
When selecting a status category, you can use
the field operators
<strong class="ph b">Less
Than</strong>
and <strong class="ph b">Greater Than</strong>
to specify a range of tickets based on their
status category. <strong class="ph b">New</strong>
is the lowest value, with values increasing until
you get to <strong class="ph b">Closed</strong>
status category. For example, a condition statement
that returns tickets only in the New, Open, and
Pending caetegories looks like
this:
</p>
<p class="p">
<strong class="ph b">Status category is less than Solved</strong>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_status" style="vertical-align: top;">Ticket &gt; Status</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
existing
standard ticket statuses become status categories.
If you have existing conditions
that use Status, they’re updated to the corresponding
Status category.
</div>
<p class="p">The standard ticket status values are:</p>
<p class="p">
<strong class="ph b">New</strong> is the initial
status of a newly created ticket (not assigned
to an
agent).
</p>
<p class="p">
<strong class="ph b">Open</strong> means that
the ticket has been assigned to an agent.
</p>
<p class="p">
<strong class="ph b">Pending</strong> 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.
</p>
<p class="p">
<strong class="ph b">On-hold</strong> 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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458-Adding-the-On-hold-ticket-status-to-your-Zendesk" target="_blank">Adding the On-hold ticket status</a>).
</p>
<p class="p">
<strong class="ph b">Solved</strong> indicates
that the customer’s issue has been resolved.
Tickets remain
solved until they are closed.
</p>
<p class="p">
<strong class="ph b">Closed</strong> means that
the ticket has been locked and cannot be reopened
or
updated.
</p>
<p class="p">
When selecting a status, you can use the field
operators <strong class="ph b">Less Than</strong>
and
<strong class="ph b">Greater Than</strong> to
specify a range of tickets based on their status.
<strong class="ph b">New</strong> is the lowest
value, with values increasing until you get to
<strong class="ph b">Closed</strong> status.
For example, a condition statement that returns
only New,
Open, and Pending tickets looks like this:
</p>
<p class="p">
<strong class="ph b">Status is less than Solved</strong>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_subject" style="vertical-align: top;">Ticket &gt; Subject text</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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:
<ul class="ul" id="topic_i3y_fkz_1cb__ul_axt_wtp_4x">
<li class="li">
<strong class="ph b">Contains at least one of the following words</strong>.
Use a space (not a
comma) to separate multiple words.
</li>
<li class="li">
<strong class="ph b">Contains none of the following words</strong>.
Use a space (not a comma) to
separate multiple words.
</li>
<li class="li">
<strong class="ph b">Contains the following string</strong>
</li>
<li class="li">
<strong class="ph b">Contains not the following string</strong>
</li>
<li class="li">
<strong class="ph b">Present</strong>
</li>
<li class="li">
<strong class="ph b">Not present</strong>
</li>
</ul>
<p class="p">
For Subject text, the <strong class="ph b">Contains</strong>
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.
</p>
<p class="p">
This condition is not available
if the Subject field has been
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828883738#topic_l24_3gw_jz" target="_blank">deactivated</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_tags" style="vertical-align: top;">Ticket &gt; Tags</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
Determine whether tickets contain a specific
tag or tags. You can include or exclude
tags in the condition statement by using the
operators
<strong class="ph b">Contains at least one of
the following</strong>
or
<strong class="ph b">Contains none of the following</strong>.
More than one tag
can be added. Press Enter between each tag you
add.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_is" style="vertical-align: top;">Ticket &gt; Ticket</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Created or Updated. Created will fire only when a
new ticket is
created. For an
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent ticket</a>,
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.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Ticket &gt; Ticket status</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
you can select system
ticket statuses and new ticket statuses you created
as conditions.
<p class="p">
When
selecting a ticket status, you can use the field
operators
<strong class="ph b">Contains at least
one of the following</strong>
and
<strong class="ph b">Contains none of the following</strong>
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:
</p>
<p class="p">
<strong class="ph b">Ticket status Contains at least one of the following: Open, Dev
assigned, Escalated</strong>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_type" style="vertical-align: top;">Ticket &gt; Type</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">The ticket type values
are:</p>
<p class="p">
<strong class="ph b">Question</strong>
</p>
<p class="p">
<strong class="ph b">Incident</strong> 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.
</p>
<p class="p">
<strong class="ph b">Problem</strong> is a support
issue
that needs to be resolved.
</p>
<strong class="ph b">Task</strong> is used by the
support agents to track
various tasks.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_update_via" style="vertical-align: top;">Ticket &gt; Update via</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_in_business_hours" style="vertical-align: top;">
Ticket &gt; Within business hours?
<p class="p">(Not
available on Team plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Yes or No. This condition is available if an administrator
has set business
hours.
<div class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522#topic_1ly_q4h_ms" target="_blank">Applying your schedules to tickets</a>).
<div class="note note">
<span class="notetitle">Note:</span> This
condition can't be used with the
<strong class="ph b">Ticket &gt; On a holiday?</strong>
condition.
</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_in_schedule" style="vertical-align: top;">
Ticket &gt; Within (schedule)
<p class="p">(Enterprise plans
only)</p>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
If you have set up multiple schedules, this allows
you to compare the ticket
update time to <em class="ph i">any</em> schedule,
not just the schedule applied to the ticket.
The available values are the names of your schedules.
<div class="note note">
<span class="notetitle">Note:</span> This condition
can't be
used with the
<strong class="ph b">Ticket &gt; On a holiday?</strong>
condition.
</div>
</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" headers="d51e89 d51e92" style="vertical-align: top;">
<strong class="ph b">Lookup relationships</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
<em class="ph i">Custom object</em> &gt;
<em class="ph i">Custom object</em> (record)
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
For custom objects related to tickets, the custom
object's records are
available as conditions.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
<em class="ph i">Custom object</em> &gt;
<em class="ph i">Custom field</em>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
For custom objects related to tickets, the custom
object's fields are
available as conditions.
<p class="p">
Custom date field conditions always refer to
calendar
days; business hours and schedules aren't
considered.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__ticket_organization" style="vertical-align: top;">Organization &gt; Organization (record)</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">The organization values are:</p>
<ul class="ul" id="topic_i3y_fkz_1cb__d24e16">
<li class="li">
<strong class="ph b">(—)</strong> indicates
that no organization has been added to the
ticket.
<p class="p">
If you
have multiple organizations,
<strong class="ph b">(—)</strong> 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.
</p>
</li>
<li class="li">
<strong class="ph b">Organization name</strong>
is the name of an organization.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__organization_custom_fields" style="vertical-align: top;">
Organization &gt; <em class="ph i">Custom fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
<p class="p">
Custom date field conditions always refer to
calendar
days; business hours and schedules aren't
considered.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">Requester &gt; Requester (record)</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
<p class="p">
Checks the <em class="ph i">Requester</em> field
on the ticket. The requester values are:
</p>
<ul class="ul" id="topic_i3y_fkz_1cb__ul_glg_bh4_wk">
<li class="li">
<strong class="ph b">(assignee)</strong>
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.
</li>
<li class="li">
<strong class="ph b">Agent name</strong>
is the actual name of the agent.
</li>
</ul>
<p class="p">Additional value for views:</p>
<ul class="ul" id="topic_i3y_fkz_1cb__ul_wwq_bh4_wk">
<li class="li">
<strong class="ph b">(current user)</strong>
is the requester of the ticket. The trigger
will fire
whenever that person updates the ticket.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__requester_custom_fields" style="vertical-align: top;">
Requester &gt; <em class="ph i">Custom fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Custom user fields are available as conditions.
<p class="p">
Custom date field
conditions always refer to calendar days; business
hours and schedules aren't
considered.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__requester_verified_twitter" style="vertical-align: top;">Requester &gt; Is verified by X Corp</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Verifies that the requester is a verified X (formerly
Twitter)
account.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__requester_twitter_followers" style="vertical-align: top;">Requester &gt; Number of X Corp
followers</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
The number of the requester’s X (formerly Twitter)
followers.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__requester_tweets" style="vertical-align: top;">Requester &gt; Number of tweets</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">The total number of the requester’s tweets. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__requester_language" style="vertical-align: top;">Requester &gt; Language</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
The language preference of the person who submitted
the request.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__requester_role" style="vertical-align: top;">Requester &gt; Role</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
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.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__requester_time_zone" style="vertical-align: top;">Requester &gt; Time zone</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">The time zone of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" style="vertical-align: top;">
Ticket &gt; <em class="ph i">Lookup relationship fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Ticket lookup relationship fields are available as
conditions.
</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" headers="d51e89 d51e92" id="topic_i3y_fkz_1cb__ticket_requester" style="vertical-align: top;">
<strong class="ph b">Ticket details</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__current_user" style="vertical-align: top;">Ticket details &gt; Current user</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
You can select any of the following for the type
of user that last
updated the ticket:
<ul class="ul" id="topic_i3y_fkz_1cb__d25e14">
<li class="li">
<strong class="ph b">(agent)</strong> is
a support staff member.
</li>
<li class="li">
<p class="p">
<strong class="ph b">(end user)</strong>
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).
</p>
</li>
<li class="li">
<strong class="ph b">Agent name</strong>
is the actual name of an agent.
</li>
</ul>
<p class="p">
If a ticket
is created by an internal system event such as
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831899930-Configuring-voicemail-options" target="_blank">voicemail</a>,
the <strong class="ph b">Current user</strong>
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.
</p>
<p class="p">
The <strong class="ph b">Current user</strong>
condition is not supported when the ticket is
from a messaging channel.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e89" id="topic_i3y_fkz_1cb__sharing_sent_to" style="vertical-align: top;">Ticket sharing &gt; Sent to</td>
<td class="entry cell-norowborder" headers="d51e92" style="vertical-align: top;">
Checks whether a ticket was shared to another Zendesk
via a specific ticket
sharing agreement.
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e89" id="topic_i3y_fkz_1cb__sharing_received_from" style="vertical-align: top;">Ticket sharing &gt; Received from</td>
<td class="entry cellrowborder" headers="d51e92" style="vertical-align: top;">
Checks whether a ticket was shared from another Zendesk
via a specific ticket
sharing agreement.
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ncz_4kz_1cb">
<h2 class="title topictitle2" id="ariaid-title3">Building ticket trigger action statements</h2>
<div class="body">
<div class="p">
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
– <em class="ph i">if</em>
all of your conditions are true <em class="ph i">then</em> perform these
actions to update the ticket and
optionally send notifications.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ncz_4kz_1cb__table_ggi_boy_tb" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<caption>
<span class="tablecap"><span class="table--title-label">Table 2. </span>Trigger actions</span>
</caption>
<colgroup>
<col style="width: 28.011204481792717%;">
<col style="width: 71.98879551820728%;">
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e1730" style="vertical-align: top;">Action</th>
<th class="entry cell-norowborder" id="d51e1733" style="vertical-align: top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cell-norowborder" colspan="2" headers="d51e1730 d51e1733" style="vertical-align: top;">
<strong class="ph b">Object</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Add CC</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Add an agent or the current user to copy on the ticket
update. This action is
available when CCs are enabled on tickets.
<p class="p">
This is supported for legacy CCs and
followers functionality only. When the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">updated CCs and followers experience</a>
is
enabled, this action is replaced by the
<em class="ph i">Ticket &gt; Add follower</em>
action.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Add follower</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Add an agent or the current user as a follower on
the ticket update. When the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">updated CCs and followers experience</a>
is
enabled, this action replaces the
<em class="ph i">Ticket &gt; Add CC</em>
action.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Add skills</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826" target="_blank">created at least one skill</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Add tags</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
The tags you want to add to the existing list of
tags (if any).  Tags must be separated with
spaces.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Assignee</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<p class="p">You can set the assignee to any of the following: </p>
<ul class="ul" id="topic_ncz_4kz_1cb__d27e17">
<li class="li">
<strong class="ph b">(—)</strong> or leaving
the field empty is used to set assignee to
no one
(unassigned)
</li>
<li class="li">
<strong class="ph b">(requester)</strong>
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.
</li>
<li class="li">
<strong class="ph b">Agent name</strong>
is the agent to be assigned the ticket.
</li>
</ul>
<p class="p">Additional value for triggers and macros:</p>
<ul class="ul" id="topic_ncz_4kz_1cb__d27e36">
<li class="li">
<strong class="ph b">(current user)</strong>
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.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Autoreply</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Add a public comment to the ticket to attempt to
directly answer the
customer’s request.
<p class="p">
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.
</p>
<p class="p">
For more information about using this action,
see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_ky5_qwg_xyb" target="_blank">Adding a public comment to a ticket using a
trigger</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; Brand
<p class="p">(Not available on Team plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">Add a brand to the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; Form
<p class="p">
(Suite Growth and above or Support Enterprise
plans
only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Your ticket forms are available as actions. Select
a specific
form.
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating ticket forms to support multiple request
types</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; <em class="ph i">Custom fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Checkbox, drop-down, text, number, and date custom
fields are available as
actions.
<p class="p">
Custom date field actions always refer to calendar
days; business
hours and schedules aren't
considered.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Group</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<p class="p">You can set groups to any of the following: </p>
<ul class="ul" id="topic_ncz_4kz_1cb__d29e17">
<li class="li">
<strong class="ph b">(—)</strong> is used
to unassign a group (if one has already been
assigned)
</li>
<li class="li">
<strong class="ph b">Group name</strong>
is the actual name of the group that is assigned
to the ticket.
</li>
</ul>
<p class="p">Additional value for macros:</p>
<ul class="ul" id="topic_ncz_4kz_1cb__d29e33">
<li class="li">
<strong class="ph b">(current user’s groups)</strong>
is all the groups to which the agent who
is updating the ticket belongs.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Internal note</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Add an internal note to the ticket.
<p class="p">
For more information about using this
action, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_kvx_rwg_xyb" target="_blank">Adding an internal note to a ticket using a
trigger</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Messaging session</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<p class="p">Ends the messaging session.</p>
This action is only available for messaging
tickets. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">About ending messaging sessions</a>.
<div class="note note">
<span class="notetitle">Note:</span> Don't combine
this
action with the
<em class="ph i">Ticket &gt; Set routing channel</em>
action in a single
trigger.
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Priority</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
The priority can be set to <strong class="ph b">Low</strong>,
<strong class="ph b">Normal</strong>,
<strong class="ph b">High</strong> or
<strong class="ph b">Urgent</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; Redact
<p class="p">
(<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6561144266906" target="_blank">Advanced Data Privacy and Protection</a>
add-on only)
</p>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
The types of personally identifiable information
(PII) you want to remove
from ticket comments. This action is available when
the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6669399593882" target="_blank">redaction suggestions</a>
feature is turned on.
<p class="p">
For more
information about using this action, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9248330321050" target="_blank">Automatically redacting sensitive information
in tickets using triggers</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Remove skills</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
The skills you want to remove from the ticket. This
action is available when
omnichannel routing is turned on and you've
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826" target="_blank">created at least one skill</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Remove tags</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
The tags that you want removed from the existing
list of tags contained
in the ticket (if any).  Tags must be separated
with spaces.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Satisfaction</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
You can set this action to:
<strong class="ph b">offered to requester</strong>,
which
indicates that the survey request has been sent to
the ticket requester.
<em class="ph i">Currently,
this action doesn't work with messaging.</em>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Set routing channel</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">custom queues</a>.
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.
<p class="p">
This action is available when omnichannel routing
and messaging or Talk are
both turned on for your account.
</p>
<div class="p">
When used to route messaging
conversations as tickets:
<ul class="ul" id="topic_ncz_4kz_1cb__ul_zwk_jhp_n3c">
<li class="li">
If this action is applied to a ticket
with an ongoing messaging session,
it ends the session.
</li>
<li class="li">
Don't combine this with the
<em class="ph i">Ticket &gt; Messaging session</em>
action in a
single trigger.
</li>
<li class="li">
<p class="p">
If you'd prefer to treat all messaging
conversations as email tickets
after an agent ends the messaging
session, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210#topic_hr4_1lh_n2c" target="_blank">Routing agent-ended messaging sessions as
email tickets</a>.
</p>
</li>
</ul>
</div>
<div class="p">
When used to route calls as email tickets:
<ul class="ul" id="topic_ncz_4kz_1cb__ul_hsb_3hp_n3c">
<li class="li">
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.
</li>
<li class="li">Best used on tickets created on or after March 19, 2026.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; Set schedule
<p class="p">(Enterprise plans only)</p>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Your schedules are available as actions. Select
<strong class="ph b">Ticket: Set schedule</strong>,
then select a specific schedule. When you set up
multiple schedules, you must
create triggers to apply your schedules to tickets.
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Setting your schedule with business hours and
holidays</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Set skills</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826" target="_blank">created at least one skill</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Set tags</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
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.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; Share ticket with
<p class="p">(Enterprise plans only)</p>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Share the ticket with the specified account. Requires
that a ticket sharing
agreement be in place.
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893967514" target="_blank">Sharing tickets with other Support
accounts</a>
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887148698" target="_blank">Using business rules to share
tickets</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" id="topic_ncz_4kz_1cb__side_conversation_action" style="vertical-align: top;">
Ticket &gt; Side conversation via email
<p class="p">(Not available on Team
plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Create an email side conversation. Available only
when
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832279962" target="_blank">email side conversations</a>
are enabled.
<p class="p">
When using this
action, you must include content in the email
message for the side conversation
to be created. We suggest also adding a
<strong class="ph b">Ticket: Add tags</strong>
action that adds
a tag, such as "triggered_sc" that can be used
in a
<strong class="ph b">Tags | Contains none of
the following | triggered_sc</strong>
condition to prevent triggers from creating
unnecessary side conversations.
</p>
<div class="note note">
<span class="notetitle">Note:</span> When using
this action, the
<strong class="ph b">Side
conversation | is | Created</strong>
condition is suppressed.
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; Side conversation via child ticket
<p class="p">(Not available on Team
plans)</p>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Create a child ticket side conversation. Available
only when
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826941850" target="_blank">child ticket side conversations</a>
are enabled.
<p class="p">
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.
</p>
<p class="p">
When using this action, we
suggest also adding a
<strong class="ph b">Ticket: Add tags</strong>
action that adds a tag, such as
"triggered_sc" that can be used in a
<strong class="ph b">Tags | Contains none of the following |
triggered_sc</strong>
condition to prevent triggers from creating unnecessary
side
conversations.
</p>
<p class="p">
If you've
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8364222553498" target="_blank">configured your child ticket settings</a>
to
include certain fields by default, the fields
aren't included when a child
ticket is created via this trigger action.
</p>
<p class="p">
When a child ticket is being
created by this action, actions creating new
child tickets are
supressed.
</p>
<div class="note note">
<span class="notetitle">Note:</span> When using
this action, the
<strong class="ph b">Side conversation | is |
Created</strong>
condition is suppressed.
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Status category</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
system
ticket statues and any ticket statuses you create
are grouped into status
categories. Each status category has a default
ticket status. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402-Managing-ticket-statuses-#topic_zgh_dbh_vrb" target="_blank">Managing ticket statuses</a>.
</div>
<p class="p">
When
you use a status category as an action, the ticket
status is set to the
category's default ticket status.
</p>
<p class="p">The status category values
are:</p>
<p class="p">
<strong class="ph b">New</strong> is the initial
status category of a newly created ticket
(not assigned to an agent).
</p>
<p class="p">
The <strong class="ph b">Open </strong>status
category is for
grouping ticket statuses that indicate when tickets
are ready to be worked on by
your support team.
</p>
<p class="p">
The <strong class="ph b">Pending</strong> status
category is for grouping
ticket statuses that are used to indicate that
the support team is waiting for
the requester to reply.
</p>
The <strong class="ph b">On-hold</strong> 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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458-Adding-the-On-hold-ticket-status-to-your-Zendesk" target="_blank">Adding on-hold ticket status to your
Zendesk</a>).
<p class="p">
The <strong class="ph b">Solved</strong> status
category contains ticket statuses
that indicate that the customer’s issue has been
resolved.
</p>
<p class="p">
The
<strong class="ph b">Closed</strong> status category
contains the Closed system ticket status that
indicates that the ticket has been locked and
cannot be reopened or updated.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Status</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
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.
</div>
<p class="p">
The system ticket status values can be set to
the following:
</p>
<p class="p">
<strong class="ph b">New</strong> is the initial
status of a newly created ticket (not assigned
to an agent).
</p>
<p class="p">
<strong class="ph b">Open</strong> means that
the ticket has been assigned to an
agent.
</p>
<p class="p">
<strong class="ph b">Pending</strong> 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.
</p>
<p class="p">
<strong class="ph b">On-hold</strong> 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.
</p>
<p class="p">
<strong class="ph b">Solved</strong> indicates
that
the customer’s issue has been resolved. The ticket
is solved even if
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846008218#topic_x2s_g5k_1jb" target="_blank">required ticket fields</a>
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.
</p>
<strong class="ph b">Closed</strong> means that the
ticket has been locked and cannot be reopened or
updated.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Ticket status</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
you can specify
actions that set the ticket status to a new or system
status.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Ticket &gt; Type</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<p class="p">The type can be set to the following:
</p>
<p class="p">
<strong class="ph b">Question</strong>
</p>
<p class="p">
<strong class="ph b">Incident</strong> 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.
</p>
<p class="p">
<strong class="ph b">Problem</strong> is a support
issue that needs
to be resolved.
</p>
<strong class="ph b">Task</strong> is used by the
support agents to track various tasks.
</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" headers="d51e1730 d51e1733" style="vertical-align: top;">
<strong class="ph b">Lookup relationship</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
<em class="ph i">Custom object</em> &gt;
<em class="ph i">Custom object</em> (record)
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">Select a custom object record to relate to the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Organization &gt; <em class="ph i">Custom fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
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.
<p class="p">
Custom date field actions always refer to
calendar days; business hours and schedules aren't
considered.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Requester &gt; Language</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Set the requester's language to one of your supported
languages.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Requester &gt; <em class="ph i">Custom fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Custom user fields are available as actions.
<p class="p">
Custom date field actions
always refer to calendar days; business hours
and schedules aren't
considered.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">
Ticket &gt; <em class="ph i">Lookup relationship fields</em>
</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">Ticket lookup relationship fields are available as actions.</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" headers="d51e1730 d51e1733" style="vertical-align: top;">
<strong class="ph b">Other</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Active webhook</td>
<td class="entry cell-norowborder" headers="d51e1733" style="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, the body text will reset.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Autoreply using generative AI</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<p class="p" dir="ltr">
Sends an automated email response to a customer
Support ticket.
The content of the email is AI-generated using
information in your help
center.
</p>
<div class="p" dir="ltr">
<div class="note note" id="topic_ncz_4kz_1cb__note_cmz_xrm_dgc">
<span class="notetitle">Note:</span> 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.
</div>
</div>
For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">Publishing an AI agent to make it live for
customers</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Autoreply with articles</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Sends an automated email response to the customer's
request. The email
contains help center article suggestions to help
the customer resolve their
issue.
<p class="p">
For more information about email autoreplies,
see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833721498" target="_blank">Using autoreplies to recommend articles in
email notifications</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; External target</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Set the external email target to notify. For more
information about
using email targets, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883282458" target="_blank">Notifying external email targets</a>.
<p class="p">
If you select a
different notification destination when editing
a trigger, the body text will reset.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Group email</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
<p class="p">You can set email group to any of the following:</p>
<ul class="ul" id="topic_ncz_4kz_1cb__d38e16">
<li class="li">
<strong class="ph b">(assigned group)</strong>
is a reference to the assign group.
</li>
<li class="li">
<strong class="ph b">Email group name</strong>
is the actual name of a group.
</li>
</ul>
<p class="p">
If you select a different notification destination
when editing a trigger, the body
text will reset.
</p>
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8407456809754" target="_blank">Understanding how to format email
notifications</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Group text</td>
<td class="entry cell-norowborder" headers="d51e1733" style="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 nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Request messaging satisfaction survey</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
Sends an automated satisfaction survey at the end
of the conversation. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">About the CSAT (Customer Satisfaction) user
experience for email and messaging</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Tweet</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
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.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; User email</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
You can set the email user to any of the following:
<ul class="ul" id="topic_ncz_4kz_1cb__d39e20">
<li class="li">
<strong class="ph b">(requester)</strong>
is the ticket requester.
</li>
<li class="li">
<strong class="ph b">(assignee)</strong>
is the agent assigned to the ticket.
</li>
<li class="li">
<strong class="ph b">Email user</strong>
name is the actual registered name of the
agent who will
receive the email.
</li>
</ul>
<p class="p">Additional values for triggers and automations:</p>
<ul class="ul" id="topic_ncz_4kz_1cb__d39e39">
<li class="li">
<strong class="ph b">(current user)</strong>
is the last person who updated the ticket.
</li>
<li class="li">
<strong class="ph b">(all non-restricted agents)</strong>
includes all agents that have unrestricted
access to the ticket.
</li>
<li class="li">
<strong class="ph b">(requester and CCs)</strong>
is the ticket requester and any users who
are listed
as CCs on the ticket. This value is recommended
when
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821501338" target="_blank">CCs and followers</a>
is turned on for the
account. If CCs and followers is
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834737434#topic_lnx_s2p_gfb" target="_blank">rolled back</a>,
the behavior reverts to
only emailing the requester and this value
is not available.
</li>
</ul>
<p class="p">
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.
</p>
<div class="p">
When using this action while CCs
and followers are turned on for the account,
there are two known limitations:
<ul class="ul" id="topic_ncz_4kz_1cb__d39e66">
<li class="li">
If you use
<strong class="ph b">Notify by &gt; User email | (requester)</strong>,
rather than the
<strong class="ph b">(requester and CCs)</strong>
option when CCs and followers are turned
on
for the account, the resulting ticket
comment won't include the requester's
email address.
</li>
<li class="li">
When using the
<strong class="ph b">Notify by &gt; User email | (requester and CCs)</strong>
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843347866" target="_blank">Understanding suppression of CCs email
notifications</a>.
</li>
</ul>
</div>
<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>
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8407456809754" target="_blank">Understanding how to format email
notifications</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; User text</td>
<td class="entry cell-norowborder" headers="d51e1733" style="vertical-align: top;">
If you are using Zendesk Text, you can configure
a text to be sent to the
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 row-nocellborder" headers="d51e1730" style="vertical-align: top;">Notify by &gt; Zendesk integration</td>
<td class="entry cellrowborder" headers="d51e1733" style="vertical-align: top;">
When using the Slack for Zendesk Support integration,
you can notify Slack
users about Zendesk ticket events. Select
<strong class="ph b">Notify Zendesk integration</strong>
and
<strong class="ph b">Slack integration</strong> from
the drop-down lists.
<p class="p">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4963959597594#topic_tk1_csx_dvb" target="_blank">Creating triggers for Slack ticket
notifications</a>.
</p>
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