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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66 Kommentare

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      Sam Goulet

      This is a bit ridiculous to have to resort to paying more for something as basic as this. 

      Here's our scenario that in my opinion is so basic yet ZD is not implementing part of it and putting a paywall for the other part. We have our customer facing portal, and we had a need to give the clients the ability to bump the priority of their tickets if things changed on their end or the impact on their business (custom field) become more severe. We also used this for another custom field labelled “ticket update interval” that influences how often we send them updates.

      As most of you know, the feature for an end user to edit their tickets after it's submitted does not exist out of the box. We had to resort to “API kung fu” to achieve this because apparently ZD doesn't want customers to edit tickets once they're submitted. I believe there's existing requests for this but that's besides the point. The point is we had to develop the system further to achieve a basic feature that really should be built in. ZD is a pretty powerful tool and it's great for lots of things but some other things are lacking and it does not always make sense. I'm a huge fan of ZD, I've been the advocate in my organization for the platform but that said, things like what's discussed here in this thread gives me pause.

      When our customers are changing the priority of the tickets or the other two fields, I NEED to indicate it in the ticket in a visible way other than a tag or other custom field added that will further clog the interface. I would prefer to add an internal note that has a timestamp that says “Hey this client bumped the priority of the ticket”. I dont' want to have to go through the whole API Kung Fu fight all over again to add a webhook just to do something basic like this. 

      I will also say a huge NO to ai. Our organization prides itself in having humans replying to our clients. We are NOT going to go and adopt some AI stuff, we prefer the human factor, yes it means having boots on the ground so to speak but that's what makes us better in our industry. And I did do a trial of the ZD AI features and not only are they feeling as lacking and incomplete, they are just not good enough to justify the steep increase in cost. So putting this behind  paywall is just not ideal, and really it's disappointing considering as others said it is not something that requries ai on other platforms. Also, things such as copilot, chatgpt etc are free and you can achieve most if not all of what your AI solution is providing via other better free options or very small costs.  

      I get that ZD is trying to recoup some R&D costs into AI by asking customers to pay for these new features. AI is the cool fad right now, people are all over it but it's also often inaccurate, it's disruptive and it's just not the same as talking to a person. (I'm not even going to go over bots…) Putting basic things behind a paywall that are not really related to AI is not great. ZD is already very expensive compared to other solutions so this AI feature is just an added cost that is a very hard sell to management that is budget conscious, especially since there are many free options out there.

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      Nicolas Distefano

      Hi team, this feature needs to be enabled, it's a basic feature for a ticketing system. We do not want to send AI-generated messages, we just want to provide basic information every time some conditions are met. This is enabled in every ticketing system.

      Having the “workaround” of generating a webhook is way far from optimal, as a bad trigger configuration could cause a really big mess on the API quota we have.

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      Leslie Garcia

      Do we have an updated on 1263169144030 's comment?

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      System Admin

      I decided to use Zapier in this case instead of the webhook. It was not worth it to take the risk of a race condition. I try to only use Zapier as a last resort. In this case, it was the best workaround since the volume of tasks should be manageable. I wish I didn't have to work around this feature limitation. I think Zendesk should offer it with our current plan “Zendesk Suite - Enterprise”.

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      Sydney Neubauer

      1263797819069 we are aware of that feature as well however the problem is:

      1. ZD does not support this method

      2. This is a heavy toll on the API to accomplish

      3. There are race conditions that can go into effect

       

      This should not be gated by the AI add on when it doesn't require the AI add on to accomplish adding an internal note. This is not the only feature gated by AI - there is a recent one for transcribing incoming/outgoing calls. This also does not require AI to accomplish and yet if you have been waiting years for it, you have to pay additional money to get it even though it is not AI relevant.

       

      I hope ZD will change their mind as these are features we have been waiting for and using the API to accomplish it is really stretching what ZD can do.

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      System Admin

      Thank you for the comment, 1263797819069. I'll use that method. I appreciate it. I'll just need to be careful of race conditions.

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      izabella

      Hi,

      It is possible to create internal notes with webbhook, so there is a solution for this 😃

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      System Admin

      This is very disappointing. I frequently defend Zendesk at my company because of the robust set of features, but when you make decisions like lumping basic automation functionality into a new product called AI that has nothing to do with AI, that leaves a very bad taste in my mouth. I've voted on feature request:

      Feedback from 2016: Feature Request: Triggers - Action: Add Internal Note as a trigger action – Zendesk help
       

      I hope you're listening to your customers on this one, Zendesk. It's already challenging enough to defend the cost of your product. We won't be paying more for AI. I can only hope that our executive team doesn't pull the plug on Zendesk altogether.

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      Aktie Projeto

      No caso de “Adição de uma observação interna a um ticket usando um gatilho”, uma das condições do gatilho não seria de sentimento ao invés de intenção? 

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      Gabriela M. da Nuvemshop

      • Sobre o comentário privado
        • É possível vir de outra cor diferente do amarelo para dar mais destaque para essa automatização? Sinto que os agentes se confundem com as próprias anotações e passa despercebido.
      • Sobre o comentário público

        • Só notifica por e-mail? Ou é possível notificar pelo canal que está sendo atendido? ex: whatsapp


           

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