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Create Internal Notes when a Ticket is created

  • August 16, 2021
  • 4 replies
  • 0 views
Benjamin20

Hi, 

Apologies if this was asked earlier.

There used to be a way to automatically add internal notes when a ticket was created. For example, if someone from company xyz submits a ticket, an internal note will show up with information such as Company XYZ has been upgraded to a premium plan. Please reach out to xxxxx for more information. 

I couldn't find this in Triggers or Automation

 

      4 replies

      mccabe.tonna

      Hi @Ben Afunsho

      This can be done; it will require a few things.

      For starters, I recommend you add an Organization field to help bundle which orgs get these private notes.

      1. Generate API KEY - Channels API 

      2. Settings > Extensions > Add URL Target

      1. - Title - [Private Comment] Auto Comment
      2. URL https://YOURZENDESK.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false
      3. METHOD: PUT
      4. Attribute name: ticket[comment][body]
      5. Username = yourEmail@email.com/token
      6. PW: API key

      3. Now you can create your trigger

      Conditions: 

      1. Ticket is created
      2. Your Organization field = some value

      Actions:

      1.  Notify target "[Private Comment] Auto Comment"

      2. Message: --- add content here of what you listed before. You can utilize the org values that you have for each org

      Let me know if this works for you. 

       

        Benjamin20
        • Benjamin20
        • Author
        • August 17, 2021

        Thanks, @McCabe Tonna

        This worked perfectly. 

        D
        • Dominik14
        • August 31, 2022

        Hi @mccabe.tonna

        I have used your manual, and it works perfectly, but I am struggling with one thing. The new created ticket is automatically assigned to me. I think because the API Token is from my email address. How can I add an internal comment to a ticket and do not change the state. It should be a new ticket as every other. 

        Nara
        • Nara
        • September 12, 2022
        Hi Dominik, as this is an unsupported workflow by Zendesk officially, note that functionality may not be guaranteed with this workflow. That said, if tickets are automatically assigning to you, I would recommend ensuring that the Group the ticket is being created for has more than one agent (as if there is only 1 agent, tickets with auto-assign to that agent), or failing that, pass an assignee parameter of your desired assignee user in the API request itself. Cheers!
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