Trigger and automation conditions

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.

If you use custom statuses, the field picker also lists custom_status_id (the status itself) and status_category (the status it belongs to: New, Open, Pending, On-hold, Solved or Closed). Rules imported from Zendesk use them.

The update (triggers only)

These read the update being processed, so only triggers can use them:

• 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 count how many times, in any rule.

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. The business-hours versions are not available in views.

Satisfaction and time spent

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

From other features

Conditions a feature adds once your plan includes it: Approval status and Ticket skills match my skills (Pro), Group SLA breached and Hours until group SLA breach (Growth), Latest order status and Number of orders from a connected shop, and the fields of records a lookup field points at.

Operators

Depending on the field: Is, Is not, Less than, Greater than, Is present, Is not present, the change operators Changed, Changed to, Changed from, Not changed, Not changed to and Not changed from (triggers only), for tags and multi-select Contains at least one of, Contains none of and Contains all of, for dates Within the previous … days and Within the next … days, 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.

Related

• Actions you can use in rules
• Create a trigger
• How triggers and automations run