Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Currently there are trigger conditions that test for tags on a ticket (or not on a ticket). I want to have triggers that fire when a tag is set or when a tag is removed.
What problem do you see this solving? (1-2 sentences)
Trigger conditions for tags apply to current ticket status, not to tag changes. When I want a trigger to fire only when a tag gets set on a ticket, I have to create a 2nd tag to prevent the same trigger from firing the next time the ticket is updated, for some completely different reason.
For example, if I want to send an email to an Agent when a specific tag gets set, today I need to have a condition that tests for the presence of that tag (e.g., tag1) and the absence of a secondary tag (e.g., tag1_notification_sent), and then the action sends the email and sets the secondary tag. Without the secondary tag, the email would get set every time the ticket is updated as long as tag1 is on the ticket.
A trigger condition that activates only when the tag is set, not simply because it's present, would remove this overhead and tag-clutter. A corresponding condition for tag removal would be equally useful.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
I have numerous examples of “blocker tags” in my triggers to prevent redundant notifications. I was looking at adding another trigger today that would fire when a tag was set and decided to not do it because I didn't want to add yet another secondary tag to clutter up the ticket's tags.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
The only workaround is to use a secondary tag.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideally there would be options for Ticket > Tags akin to Changed/Changed from/Changed to, etc for Ticket > Status category, such as “Added at least one of the following”/"Removed at least one of the following"
