Automatisches Hinzufügen von Kommentaren und Notizen zu Tickets mithilfe von Auslösern

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Erin O'Callaghan

Zendesk Documentation Team

Bearbeitet 15. Mai 2025

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      Christopher Fassano

      All ticket triggers run when a ticket is created or updated. However, a maximum of one comment and one internal note can be automatically added by a trigger per ticket event. This means, if you have multiple triggers with autoreply and internal note actions, even if the ticket meets the conditions for all of them, only one comment one internal note will be added to the ticket.

      So my takeaway is that if I have multiple internal note triggers that can be applicable to a ticket at the same time, I should continue using webhooks to call the ticket's API to add internal notes to tickets since this isn't a limitation when using webhooks.  At least I haven't run into this issue until I moved away from using webhooks.

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      Samual Preiss

      @Holly, Yes. Auto replies will impact SLAs because they're considered public responses.

      I confirmed this by testing a moment ago.

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      Holly Damian

      Hello,

       

      Can you confirm if auto-replies will impact the first reply time or SLA?

       

      Originally inquired 2/6

      https://support.zendesk.com/hc/en-us/articles/6191477770906-Automatically-adding-comments-and-notes-to-tickets-using-triggers?page=2#community_comment_8849421435674

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      Sydney Neubauer

      +1  These notifications should not be posted by assignee. Here are the limitations we have hit because of current functionality:

      1. We cannot control when there is an assignee or not (many in group, vrs one etc). So there is now inconsistent expectations as it could be ‘System’ or it could be assignee. No workaround
      2. We use Followers and so those on the ticket see the ‘assignee’ added a comment but it was a system. Adds confusion. There is no workaround
      3. Reporting on agent comments counts these internal notes by system. As such you have to edit ALL explore reports to exclude ‘comment added by rule’
      4. Trigger and automation conditions where it is ‘Assignee is (current user)’ or ‘Assignee is not (current user)’ get impacted as the trigger fires or does not if the rule adds a comment. There is no workaround (major problem as this interferes with existing workflows)

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      Kévin Arnoult

      Agreeing with the last two comments, those notes should not be put under the assignee as this is misleading (it's actually not coming from the assignee).

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      Garrett Fraser

      I agree with Shelby. 

       

      Our triggers add internal notes to tickets to alert agents about incorrect ticket movements, among other things. Currently, the agent triggering the note appears as the author, which is confusing. We need these notes to be attributed to an 'automation' account.

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      Shelby Darby

      It's unfortunate that the comments register as an update from the assignee.  We need to be able to separate out the system-generated internal notes from our agents work. 

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      Samual Preiss

      6580040979738 , I agree. This would definitely be useful. We've otherwise run into multiple occasions where this would have helped.

      In the meantime, We get by with an automated ticket comment webhook.
      https://support.zendesk.com/hc/en-us/community/posts/5790649405978-Setting-up-Webhook-to-trigger-Internal-Comment
       

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      Conor Murphy

      Will this be added to automations? this would be very helpful for that too.

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      Andrew Chu

      any options for me to create an auto-reply through triggers that can have attachments/attached files in it? I'm not seeing one currently in the editor 

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