Every condition and action a ticket trigger offers, with the values each one accepts, named as they appear in the interface rather than paraphrased.
Plan requirement
| Subscription |
Any plan |
| Access |
Admin |
Every condition and action a ticket trigger offers, with the values each one accepts, named as they appear in the interface rather than paraphrased.
Condition names are given as they appear in the interface.
Conditions on the ticket
| Condition |
Accepts |
| Ticket |
Created, Updated |
| Status |
New, Open, Pending, On-hold, Solved, Closed |
| Ticket status |
System and custom statuses |
| Status category |
When custom statuses are on |
| Priority |
Low, Normal, High, Urgent |
| Type |
Question, Incident, Problem, Task |
| Group |
(—), a group name, (current user) |
| Assignee |
(—), (requester), an agent, (current user) |
| Comment |
Public, Private, present, present and requester can see it |
| Comment text |
contains / does not contain |
| Subject text |
contains / does not contain |
| Attachment |
Present, Not present |
| CC |
Present, Not present |
| Due date |
Present, Not present |
| Tags |
tag names |
| Form |
a form name |
| Brand |
a brand name |
| Channel |
your active channels |
| Update via |
the source of the update |
| Received at |
an email address |
| Satisfaction |
Unoffered, Offered, Bad, Bad with comment, Good, Good with comment |
| Reopens |
a number |
| Agent replies |
a number |
| Assignee stations |
a number |
| Group stations |
a number |
| Number of incidents |
a number |
| Privacy |
whether there are public comments |
| Within business hours? |
Yes, No |
| On a holiday? |
Yes, No |
| Schedule |
a schedule name |
| Intent |
AI taxonomy |
| Intent confidence |
High, Medium, Low |
| Language |
Language predicted by AI |
| Language confidence |
High, Medium, Low |
| Sentiment |
Very Positive tot Very Negative |
| Sentiment confidence |
High, Medium, Low |
| Side conversation |
Created, Closed, Replied to, Reopened |
| Messaging session state |
Active, Inactive, Ended |
| Messaging session ended reason |
Ended by agent, Ended by ticket trigger, Ended by auto-release capacity |
| Custom fields |
depends on the field type |
Conditions on people and organisations
| Condition |
Accepts |
| Requester (record) |
(assignee), an agent, (current user) |
| Requester > Role |
agent, admin, end-user, light agent |
| Requester > Language |
taalvoorkeur |
| Requester > Time zone |
tijdzone |
| Requester > Custom fields |
the value of a custom user field |
| Organization (record) |
(—), an organisation name |
| Organization > Custom fields |
the value of a custom organisation field |
| Current user |
(agent), (end user), an agent name |
Actions on the ticket
| Action |
What it does |
| Status / Ticket status / Status category |
set the status |
| Priority |
Low, Normal, High, Urgent |
| Type |
Question, Incident, Problem, Task |
| Group |
unassigned, a group, or the current user's group |
| Assignee |
unassigned, the requester, an agent, the current user |
| Add tags / Remove tags / Set tags |
toevoegen, verwijderen, of alles vervangen |
| Internal note |
add an internal note |
| Autoreply |
a public comment that tries to answer the question |
| Add CC / Add follower |
add an agent or the current user |
| Add skills / Remove skills / Set skills |
Omnichannel routing only |
| Form |
apply a ticket form (Suite Growth and up, or Support Enterprise) |
| Brand |
set a brand (not on Team) |
| Set schedule |
apply a schedule (Enterprise only) |
| Set routing channel |
messaging of calls als e-mail routeren |
| Satisfaction |
offer it to the requester |
| Redact |
persoonsgegevens uit reacties halen (ADPP-add-on) |
| Share ticket with |
share through a sharing agreement (Enterprise) |
| Side conversation via email / via child ticket |
start a side conversation (not on Team) |
| Messaging session |
end the messaging session |
| Requester > Language |
set the requester's language |
| Custom fields |
fill ticket, user or organisation fields |
| Custom object (record) |
link a custom object record to the ticket |
Actions that send something
| Action |
What it does |
| User email |
to the requester, the assignee, the current user, agents, or the requester and CCs |
| Group email |
to the assignee or a named group |
| Autoreply with articles |
an automatic reply suggesting articles |
| Autoreply using generative AI |
an automatic reply the AI composes from your help centre |
| Active webhook |
call a webhook |
| External target |
an external email address |
| User text / Group text |
sms, requires Zendesk Text |
| Request messaging satisfaction survey |
the satisfaction question at the end of a conversation |
| Zendesk integration |
a notification to Slack |
Conditions within one trigger combine under Meet ALL or Meet any. A trigger with no conditions at all fires on every update, which is rarely what anybody wants.
See also
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