Tip Of The Week: Understanding Trigger Conditions
Last updated November 18, 2011
There are two types of conditions available in Zendesk – all conditions and any conditions – and defining these conditions can be a lot like ordering a pizza for you and a few friends, in the way that you need to decide which conditions will get you the result(s) that you want.
For example, you have a few hungry friends over for poker night and you take a quick poll to see what kind of pizza everyone would like.
Meet all of the following conditions
Naturally, everyone wants the pizza to be cooked so Status is Baked becomes a condition that must be true and is added below Meet all of the following conditions.
Next, everyone agrees that the pizza must have cheese, pepperoni and black olives so Toppings contains at least one of the following cheese, Toppings contains at least one of the following pepperoni and Toppings contains at least one of the following black olives are added right below Status is Baked. They also unanimously decide that anchovies are a no go so Toppings contains none of the following anchovies is added too.
Meet any of the following conditions
Now that the toppings are in order, they decide that theyll all be happy if the crust is either thin or hand-tossed so Type is Thin and Type Hand-tossed are added below Meet any of the following conditions. This means that only one of these conditions must me true.
The results and pie charts!
In this example the result of the conditions could lead to one or the other of these tasty pies, however you could create a more productive trigger that notifies a user, automatically updates the status of a ticket or assigns a ticket to a specific group.
To get more information about using triggers to streamline your workflow and the difference between any and all conditions, please take a look at this article.