Hello Team,
We would like to submit a feature request for expanded Trigger Conditions that evaluate whether an end-user has an email address or phone number associated with their Zendesk profile and ticket.
We are requesting the ability to use native trigger conditions to detect the presence or absence of contact information (email address and/or phone number) on an end-user's profile, and execute actions based on that data - specifically, sending an SMS notification containing the ticket ID to callers who do not have an email address on file.
This is a critical operational requirement. We have active contractual SLAs that mandate this specific workflow, and the absence of this functionality directly impacts our ability to meet those obligations.
We are seeking a fully native Zendesk solution. Workarounds or third-party integrations are not viable options.
We appreciate your attention to this request and ask that it be prioritized accordingly. We would welcome any updates on the feasibility or roadmap timeline for this feature.
Thank you for your time and consideration.
