Is Not operator for Comment condition

[Edited]

Hi @panning, that's a valid feature request, as there doesn't seem to be a way to achieve what you need. As a workaround attempt, I had posted a solution from the top of my head. Now that I reviewed it, it would just create a silly loop.

So the following corrected configuration should work, but only if the agent updates the ticket once, then a different non-agent event takes place (e.g. the requester replies), and the agent updates the ticket again... Which is not ideal, as agents might want to update the ticket a couple of times, consecutively.

Trigger 1: check agent update with public comment
Conditions

• Ticket is updated
• Current user is agent
• Tags don't contain "comment_agent_public-true"
• Comment is public

Actions

• Add tag "comment_agent_public-true"
• Remove tags "comment_agent_public-false"

Trigger 2: check agent update without public comment
Conditions

• Ticket is updated
• Current user is agent
• Tags don't contain "comment_agent_public-true", "comment_agent_public-false", and "comment_agent_public-notified"

Actions

• Add tag "comment_agent_public-false"

Trigger 3: notify when public comment 
Conditions:

• Ticket is updated
• Tags contain "comment_agent_public-true"
• Tags don't contain "comment_agent_public-notified"

Actions:

• Notify latest public comment
• Remove tags "comment_agent_public-true" and "comment_agent_public-false"
• Add tags "comment_agent_public-notified"

Trigger 4: notify when no public comment
Conditions:

• Ticket is updated
• Tags contain "comment_agent_public-false"
• Tags don't contain "comment_agent_public-notified"

Actions:

• Notify something else / other ticket details
• Remove tags "comment_agent_public-true" and "comment_agent_public-false"
• Add tags "comment_agent_public-notified"

Trigger 5: Remove notification tag

Conditions

• Ticket is updated
• Tags contain "comment_agent_public-notified"
• Current user is not agent

Actions:

• Remove tags "comment_agent_public-notified"

Note: please position these triggers exactly in this order (i.e. Trigger 1 above 2, 2 above 3, etc.).

Apologies for not being able to solve this one -- you have my upvote 🙂

Thanks Pedro, I actually implemented a very similar solution as what you posted to setup the tags;

1. Adds a "public_comment_present" tag with conditions; Comment is Public and Comment is Present
2. Adds a "private_comment_present" tag with conditions; Comment is Private and Comment is Present
3. Other triggers can use the tags above for condition parameters
4. Remove both of the above tags if either is present

It works but I'm still not satisfied that workarounds like this tend to lean onto tags and this functionality isn't just included as a "native" condition. So I appreciate your upvote. 👍

Are there any new updates on support for the "Comment is not present" trigger condition? I would like to leverage this condition for my use case, and I can't use the workarounds discussed above.

Hello Zendesk, this is a big missing element widely across the triggers and automations.  We have a number of custom date fields for various reasons and need to perform triggers when at ticket IS NOT in a date range or in a previous number of hours/days.

Please elevate this to your dev team soon.  Seems strange that we are more than a year since this and that it is such a fundamental shortfall on triggers.

Please help us.

Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.

I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Thank you again for your feedback and for being a valuable customer with Zendesk.

Thanks again @shawna11 for your help and reviewing comments. 

The principle of what is requested in this article is a large shortfall in Zendesk across triggers, automations and views to mention the areas that it is affecting us.  The "is not" function principle needs to be added as an option in this and to me is something that should have been there from the start.  It is on many other programs and software we use.

I mention the principle of the function as there are a few variants of it in one sense where the reverse argument within a filter or trigger condition is just not possible at the moment.  I feel this is much more urgent and important than the split tickets natively which you kindly reviewed earlier too.