I would like to be able to add a comment or internal note on the main thread using an automation.
There is an article detailing how this can be done via API, but I think a feature allowing tickets to be followed up on without requiring an agent touch would be an extremely useful feature.
Hey Jonathan,
It's possible to update a ticket via. a target, e.g. with a public or private comment. Zendesk does not recommend this though. Is this what you mean by doing it via. API?
Cause once this is set up, it doesn't require a touch by the agent.
#helpsome regards,
Simon Blouner
Zendesk Consultant @ helphouse.io
Thank you very much for helping out here.
The article I found referred only to updating tickets that are in a pending state, I figured I would be able to tweak the parameters a bit and set it up the way I want.
Here is the link to that article.
To be as clear as possible I want to set up an automation that will send a request for an update on a ticket that is in any state and has not been updated for 48 business hours.
I understand this may not be recommended, but there are specific scenarios where a basic follow up request for information is necessary and it takes up a lot of agent time to do this manually.
It's essentially the same as sending an email to the requester of the ticket, but it makes the entire interaction easier to monitor because the full conversation is contained in the same thread without having to merge tickets.
Hey Jonathan,
No problem.
You should very much be able to do what you need with automations and targets.
Be aware, that if you do several updates on a ticket via. a target, from seperat triggers e.g. you run into race conditions which can give a different result.
You can read more about those here and here.
If you need help with setting this up, let me know. :-)
#helpsome regards,
Simon Blouner
Zendesk Consultant @ helphouse.io
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