The "Internal Note" and "Autoreply" trigger actions in Zendesk do not allow to post multiple notes or replies. | Community
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The "Internal Note" and "Autoreply" trigger actions in Zendesk do not allow to post multiple notes or replies.

Related products:Ticketing system (Support)
  • March 4, 2025
  • 9 replies
  • 0 views
Andrei11

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)

It would be nice to have the ability to post multiple internal or public notes using the native Zendesk functionality described in the following article:

https://support.zendesk.com/hc/en-us/articles/6191477770906-Automatically-adding-comments-and-notes-to-tickets-using-triggers

Currently, only the first internal note can be posted when multiple triggers are invoked.

This issue affects both admins and agents.

 

What problem do you see this solving? (1-2 sentences) 

This behavior is counterintuitive and limits the capabilities of the feature, forcing a switch to the API to avoid these kinds of conflicts.

It is preferable to post notes using "Ticket > Internal Note" because it provides a rich text editor. In contrast, the API requires raw HTML to be used.

 

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)

This problem most recently occurred this week when we switched from posting notes via the API to using the publicly released "Ticket > Internal Note" functionality:

https://support.zendesk.com/hc/en-us/articles/8763325557018-Announcing-the-general-availability-of-autoreply-and-internal-note-actions-in-ticket-triggers.

Although two separate triggers were meant to post internal notes, only one note was successfully posted.

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

The possible workarounds are as follows:

  • Posting notes via the API.
  • Limiting the number of notes to one across all triggers.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The ideal solution would be the ability to post all specified internal notes or public comments defined in trigger actions without limitations.

    9 replies

    Sydney11
    • Sydney11
    • March 5, 2025

    +1 It is definitely strange that there is this limitation - triggers can do many actions all at once so why can't it add multiple notes or comments at once? What is the logic?

      Shawna11
      • Shawna11
      • Community Manager
      • March 6, 2025
      Hey Andrei,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
        J
        • Joel19
        • March 6, 2025
        Hey Andrei, Sydney, thank you for taking the time to provide us with this feedback! I'd love to learn a bit more about everyones use cases where you would like multiple internal notes on a ticket save, do you mind providing a bit more detail? Also, how many notes would you anticipate you would need per ticket save? 
         
        In any case, this is a great feature request and I 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. 
         
        Thank you again for your feedback and for being a valuable customer with Zendesk.
          Andrei11
          • Andrei11
          • Author
          • March 14, 2025

          Hey Joel,

          Thank you and Shawna for your replies!

           

          I'd love to learn a bit more about everyones use cases where you would like multiple internal notes on a ticket save, do you mind providing a bit more detail?

          This issue occurred not when saving a ticket, but after its creation.

           

          We post internal notes for our agents containing instructions for specific forms or important details about a requester. We find it really useful, that way agents have a reminder with all necessary data without the fear of forgetting some important detail. 

           

          There could be more than one note created by different triggers for these purposes, and it’s difficult to predict where such collisions might occur. They could happen almost anywhere.

           

          Also, how many notes would you anticipate you would need per ticket save? 

          Ideally, there would be no limit, but if necessary, a high yet reasonable limit, such as 10, would suffice.

            Kris11
            • Kris11
            • March 17, 2025

            I upvoted, but adding a +1 comment as well. This limitation effectively makes this feature useless for us and we will need to go back to adding them by API until it's resolved. 

              A
              • acaputo
              • March 20, 2025

              +1  We're using triggered internal notes for things that an agent needs awareness of and additional information in order to handle the ticket. For example certain VIP customers and their particular account settings, a customer in beta for a new product, or a rare invoice type. If only 1 note triggers per ticket, it makes the feature useless because it essentially means that we can't create more than 1 trigger - since there could always be a possibility of more than 1 trigger applicable for a ticket but then not firing. 

              And unfortunately the trigger is still “firing” in that it's completing the other actions such as adding tag. The tag is meant to indicate that the note has been added to the ticket, but it has not in this case.

              Tommy12
              • Tommy12
              • March 31, 2025

              We do not have such limits with other trigger actions, we shouldn't have it here

              Joe39
              • Joe39
              • June 17, 2025

              +1 on this. I wanted to implement this and then I came across this thread making me realize it was an issue on Zendesk.

                D
                • Dave40
                • March 12, 2026

                This is an unintuitive feature limitation that should be addressed as a priority. It makes the feature practically unusable as you need to be exceedingly careful when creating a trigger that the conditions do not overlap with another trigger that would prevent the comment or internal note from being posted to the ticket.

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