Feature Request: Triggers - Action: Add Internal Note as a trigger action

My Use Case:

I'm testing the side conversation feature in the Collaboration Add-On.  When I send a side conversation to an escalation resource, I'd like to trigger an internal note to the assignee and/or the ticket group for the ticket in question, for awareness that an escalation happened and what the question was.  A reply back from the side conversation recipient would also ideally create an internal note for ticket continuity and transparency.

Right now, triggers for email can take place with replies to side conversation, but there doesn't appear to make the comment private.

This is a really basic feature. Our support agents need to have all info shown to them straight up in the one screen.

For emails from some domains, or with particular subject lines, there's a standard set of things that we need to remember or refer to.
We therefore want tickets from those customers to get a text automatically copied in as a comment into the ticket.

There is the workaround at (Link removed by the Zendesk Community Team. Post has been archived due to outdated information.) which goes most of the way. However the slightly reproving tone from the Community Manager's comment there is not helpful. 

The explanation of a race condition given above also seems somewhat out of place. Other ticketing systems manage to provide this function, so it's not a far-fetched or computationally impossible feature request.

Hi Juz - 

Thanks for the feedback. Improvements to business rules are on hold at the moment while the development team works out what is on the roadmap for Support in 2019. But we have flagged this for review once work on business rules is reopened. 

+1 automatic internal comments would improve efficiency and productivity allowing the agent to check customer info at first sight and/or following basic instructions to handle that case.

The use of the User Panel to leave notes results in a very confusing, not intuitive and easy-to-miss workflow. Besides, agent may shrink the panel! i.e. bye-bye info!

Thanks

+1 for this - our use case is to use a trigger when a given form is used to reproduce the data entered/selected in custom fields to produce in comment format - this will then allow an agent to quickly review and then copy this text for further escalation review (in our specific case, via the JIRA plugin)

Hi all,

I wonder if there's anyone here who could help me out. I was following the steps for workaround in this great article: 

https://support.zendesk.com/hc/en-us/community/posts/205384468-Create-automated-public-follow-up-for-tickets-in-a-Pending-state 

and when I went to define the target I didn't get the same options - it seems that this screen was updated:

Content Type wasn't mentioned in the article. He said to enter:

• "Attribute Name = ticket[comment][body]"

The article is, of course, closed for commenting. 

Can anyone help me?

David

Under Settings>Extensions, it looks like you have selected an HTTP target. The article uses a URL target.

I should say that these techniques to update tickets can be very useful but are discouraged by Zendesk. They can create race conditions that may lead to problems.

Hope that helps,

Thanks Graeme for pointing that out!

I was under the impression that this was actually encouraged by Zendesk, being promoted into an article, albeit due to their inability to provide this feature built-in.

David

Zendesk have not gone so far as to remove these articles. But please see here for the official view on these techniques.

Ok, that's quite clear.

However, seems like if it's causing problems then I can just deactivate the trigger/automation and then it will all revert to working fine, no?

David

Yes that should be fine. Hope it goes well.

I would also love to be able to do this for a few reasons. 

1. I have an automation that looks for "On Hold" tickets that have not been updated in 48hrs and changes the status to "Open". The intent here is to force a review/followup from my team members with the appropriate party so we if any resolution has been made. I would like the automation to add a private note to the effect of "This ticket was automatically reopened due to..." so the agent can quickly identify the reason without having to click through to events and then need to understand how events work. I want to keep it as simple and inline as possible. 

2. I have a trigger that will change (via URL target) the Reply From address, so that I can force one support address per group. However, this interferes with the "Notify Requester of Received Request Trigger" sometimes along with other issues that have been brought up on the forums related to this. I would really like to be able to just assign a specific support address to each group natively so that, no matter what, replies send from a "Support" group come from support@, Technical Service from tech@, etc. regardless of what address the customer actually send to. 

3. Similarly to item 1, I have an trigger that looks for replies/updates to side conversations and reopens the ticket, again to force a review of it. (Because the system notifications are inadequate and really easy to miss). So I would be using this to add a private comment to the effect of "This ticket has been reopened because a side conversation has been updated".

Lastly, a lot of the comment here refer to a helpful instructional guide for using URL targets to do this, but the link (Link removed by the Zendesk Community Team. Post has been archived due to outdated information.) is no longer available and I would really like to see the instructions that have been seen by others as an effective workaround. 

To change the reply from address in #2 I have a HTTP JSON PUT target set up called "Update Zendesk Ticket".  On the trigger, I use the action Notify Target with a JSON Body of {"ticket": {"recipient": "email@domain"}}

What would the JSON Body code be to create a new private note? I imagine something to the effect of replacing "recipient with the correct attribute name.

We have a couple of use cases for this:

1. Notify an agent when a field is set, for example something like 'this field was set and now you should do x'

2. As a workaround to the fact that Zendesk doesn't have multiple conditions on a ticket form. For example, I want to only have field 3 show up when field 1 has value a and field 2 has value b. That isn't possible in Zendesk, so as a workaround I want to show the field the whole time and let the agent know by adding an internal comment if they save the ticket and it isn't set. So yes.. I now need a workaround for the workaround! 

Hey Corey, and other people looking for a way to add an internal note via. an http target, you can use the below in your JSON.

Remember the target should be using the PUT method, and that Zendesk does not support this way of updating your tickets because of race conditions, also mentioned previously in the comments for this post. 

{
  "ticket": {
    "recipient": "email@domain",
    "comment": { "body": "Add your internal note here", "public": false }
  }
}

#helpsome regards,
Simon Blouner
Zendesk Consultant @ helphouse.io

Hi we have various use cases for this 

I Put simply we want to outline the next steps for the agent to take in the comments section

I would have thought it would be straight forward to add this feature

+1

for some organisations there are special rules to follow up (product warranty, adress, shipment method, reaction time...). Actually these rules need a manually lookup in the organisation details. With a triggered or automatic internal comment this step will be performed much easier and information is not missed by the agent.

+1 

We have multiple use cases for this feature and I also think that this would not be all to complicated to implement.

Atleast, the feature would be toggled so that Zendesk administrators could have the opportunity or not to use this. 

+1

Similar to Corey, we use automations to re-open tickets. Here's our specific use case:

We have a "required to solve" ticket field that is not always set by Agents for Pending tickets. When our automations transition a ticket from Pending to Solved after X amount of time we have an automation that checks if the required field is set. If the field isn't set, the automation automatically re-opens the ticket. However, this confuses our agents because there's no actual info in the ticket that explains why it's still open. To them it looks like the customer never replied and no additional action is needed.

Note - Our use case could potentially be fulfilled by having a "require on ticket pending flow" option, but adding internal notes for automations is a bit of a more robust option that can be used for other use cases as well. Plus the workaround for requiring a field on other ticket update types at https://support.zendesk.com/hc/en-us/articles/227741828-Is-it-possible-to-require-a-field-be-set-before-moving-to-a-status-other-than-Solved- is not ideal.

+1 on that

+1 for this feature request.

I can't believe it's been 4 years since this thread started and Zendesk still hasn't built this into their product.  Then again, I've seen a request that went on for 10 years and when people started commenting that one of their competitors added the feature, ZD shut down the thread for any new comments.

Zendesk, maybe listen to your paying customers as we have some really great ideas and want to keep using your product.  Otherwise, what's keeping us here?

+1 we'd love this feature too. 

Case: export data filled out into form directly to internal note or side convo (using liquid) so we can initiate requests quicker. 

+1 for the ability to add an internal note in an automation and a trigger!

Insurance is a highly regulated industry and there is more at stake than NPS for agents to correctly follow a workflow. In one case, we have a ticket that we need additional information in order to complete. We bump the requester twice before re-opening the ticket to our internal team. There has been no update on the ticket and the agent has to take additional steps (or check their email) to receive the specific instructions on how to proceed. 

Ideally, these instructions would leave in an internal comment that is added when the ticket is re-opened by an automation.

+1, would be great if this function can be made.

4 years later and still no change!

Does it even matter if I +1 to this?

We need this too for exactly the same purpose that we want to notify agent in ticket content internally about some information but we don't want to use email.