Trigger and automation conditions | Help centre

Conditions decide which tickets a rule acts on. A rule acts when all of the conditions under Meet ALL of the following conditions are true, and at least one under Meet ANY of the following conditions (if you add any).

Ticket

Status, Priority, Type, Channel, Group, Assignee, Brand, Ticket form, Tags, Subject text, Received at (the support address), Messaging channel, Schedule, On holiday, Ticket is public/private, and every custom ticket field.

The update (triggers)

Ticket is: Created or Updated.
Comment: Public, Private, Present or Absent in this update.
Comment text: words in the new comment.
Current user: who made the update, for example (agent) or (end user).
Update via: the channel of this update.
Reopens and Agent replies: how many times.

Requester and organization

Requester, Requester role, Requester language, Organization, and every user and organization field.

Time (automations)

Hours since created, update, status change, assigned, solved, requester update, assignee update and due date, each also in business hours.
SLA: SLA breached, Hours until next SLA breach, Hours since last SLA breach and SLA target used (%).

Automations need at least one “Hours since…” condition under ALL.

Satisfaction and time spent

Satisfaction, Satisfaction reason, and Total time spent (seconds).

Operators

Depending on the field: Is, Is not, Less than, Greater than, Changed, Changed to, Changed from, Not changed, Is present, Is not present, and for text Contains at least one of the words, Contains none of the words, Contains the string and Does not contain the string.

“Less than” and “Greater than” on Status follow the order New, Open, Pending, On-hold, Solved, Closed. So “Status less than Solved” means unsolved.

Imported rules

A condition shown as Never matches (imported) came from Zendesk and no ticket can meet it. Fix or remove it.