Is there a placeholder or a way to get the current comment in a Trigger? Additionally, a way to determine if there is a comment? End goal; include the current public comment in an email if there is one, otherwise just other details from the ticket.
What I don't want is whatever the last public comment was (might not be relevant). There is the condition to see if a comment is present and viewable by the requester, but the only operator choice is "IS", there isn't a "IS NOT" option. So I'm left trying to figure this out with Liquid markup and a placeholder/output field.
I tried to see if I could find a way to do this as well, but I don't think there's currently a way to do this. I know you can create a trigger that only fires when a ticket update includes a public comment (by using the Ticket: Comment is condition), but unfortunately I don't see a way to create a trigger when there's not a public comment.
I also tried using Liquid markup in the trigger notification to create some if/then logic, but unfortunately there, I don't think the ticket.comments container (which includes a list of the comments in the ticket, public and private) doesn't have a way to tell you if the more recent comment is associated with the most recent ticket update.
I think the best thing to do would be to post to our Feedback - Ticketing System (Support) topic which our product team monitors, using this template to format your input. Thanks, and sorry I couldn't figure out a way to make this work!