Can I configure a trigger to add a comment to a ticket?

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20 Comments

  • Bruno Roy Contancin
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    We need this option. Thanks.

    8
  • Susan Maher
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    Email notifications are becoming too lengthy and if we cannot add a comment via trigger it then requires the Agent to manually update the ticket after the notification was sent.  We also need this feature.

    1
  • Jose Resendiz
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    Use case. Some tickets from specific clients or users need alerts to agents. I could use a trigger to add an internal comment alerting agent of special process for that client or user.

    1
  • Paul de Boer
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    This is not helping at all

    0
  • Jessie Schutz
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    Hi Paul!

    I'm sorry that you're still having trouble. Can you be more specific about what you need?

    -1
  • Michael
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    Use Case: Update ticket by way of internal note to indicate trigger was run instead of requiring the agent to view the events

    Also contents of email sent by trigger is not included when the user responds back to notification sent by trigger but it is available if the agent decides to view original email

    It would be useful if agents didn't have to go digging into other screens on the off chance there was some automation applied to the ticket 

    4
  • Oliver Fisk
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    Desperately annoying. How are agents supposed to see what has been sent, how are we to notify CC users??

    Zendesk is infuriating in that the things it does well are fine but it makes even simple automation use cases impossible,

    2
  • Nicole - Community Manager
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    Hey Oliver -

    Can you clarify what you mean by how agents are supposed to see what has been sent?

    Regarding how to notify CC'd users, here's the information on Configuring CC permissions and notifications

    1
  • Oliver Fisk
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    You can't notify CC users from a trigger or automation.

    You can't see emails sent except as events (not in the chain of communications with the customer)

    You can however work around this ludicrous shortcoming by posting from Zendesk to Zendesk through the API. See below.

     

    https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations?input_string=Ability+to+post+comment+through+trigger+%2F+automation&page=2#comments 

    1
  • Jessie Schutz
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    Hi Oliver!

    When a user is CC'd on a ticket, they're automatically sent a notification when it's updated with a comment they have permissions to see (public comments for end users, public and private for agents). It's a system notification; no additional trigger is required.

    Are you finding that your cc's users aren't getting a notification?

    0
  • Susan Maher
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    This is a very important option for us.  We currently have a process where the customer gets notified via trigger when we escalate their ticket to the next level.  However, since no public comment is added the SLA doesn't get reset.  We end up sending a duplicate notification to the customer by updating the ticket.  When we set up the system we were trying to avoid additional work.  However, we still need to do the extra work.  Another option would be to allow SLA to be reset via trigger. 

    0
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for sharing your feedback Susan!

    The reason this is not supported is that this workflow can lead to errors when the ticket is updating due to Race Conditions. I would recommend taking a look at the following article which will go over this in more detail: Can I use a trigger and a target to update tickets?

    If this is something you're interested in I encourage you cross-post in the following feedback post to help provide visibility to our Product Managers: Allow a trigger to post comment updates . Currently this functionality is not planned, however, our PM's may revisit this in the future.

    Thanks!

    0
  • Steven Hank
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    I would also like to add that it would be super helpful to be able to add comments with triggers/automations.

    If I send an email communication to a requester with a trigger, agents have no way of seeing it.

    For example, if I create a trigger to auto-solve a ticket, and the requester re-opens the ticket. The requester has now had a back-and-forth with our organization, but the agent can't see any of it.

    I would also rather set these auto-responses to pending instead of solved (Setting the ticket to solved with an automatic response doesn't seem super friendly), but this doesn't seem feasible since SLAs don't count this as a response.

     

    1
  • Jimmy Rufo
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    I need to be able to send an internal note to my support team leading them to a knowledge base article, when we receive a ticket from a certain support email address.  Without this feature, its harder for my team to remember following certain SOPs.

    2
  • Yamile Martinez
    Comment actions Permalink

    For our Industry, it is imperitve and very critical to have these triggers that the customer receives, be available under the ticket in the comments in addition to the Events. 

    If not in the Comments then for the customer, they should have an Events section where these will be shown for all of their visible events.

    I am getting complaints from customers since they receive million of emails, for them to track if they received a customer acknowledgement and any other update notification we have triggered. 

    Especially, for notification advising them that they have XX number of days before the ticket may not be available for them to reopen it.

    Please consider this is critical for the customers to have this.

    ANOTHER CRITICAL ISSUE: Is for the Customers to be able to export there views from the "My Activities" section.

    We have had so many complaints since they do not want to submit a ticket just to get an update.

    Please consider that the Customer is very limited in things they can do with their view.

    Thanks,

    Yami 

    0
  • Robin de Hen
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    This would be a very welcome feature. Our support teams sometimes need to ask a light agent for help. Our light agents should give a reaction within a certain time set. It would be great if a trigger could send them a reminder after that time set.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Robin,

    You should be able to use an Automation that sends an email reminder to one of your light-agents after a certain amount of time has passed. The reminder would just not be added as a comment to the ticket itself.

    I would recommend taking a look at the following Support Tip to get a better understanding of how this automation can be set up: Use automations to send alerts when a ticket needs a reply

    Let me know if you have any other questions :) 

    0
  • Robin de Hen
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    @Brett,

    I tried something similar in the past but the problem is that a Light Agent is added as a CC and I can't send a notification to only the CC user.

    0
  • Brett - Community Manager
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    Thanks for the clarification Robin! Have you had a chance to look into the new CC and Followers feature? This may get you closer to what you're looking for. With this feature, you can set up a trigger to email both the requester and CC of a ticket. The downside to this is that your requester would also receive a reminder since there's no Notify user > CC action, unfortunately. 

    The only other solution I can think of is to create an email target that automatically adds a private comment to a ticket which I believe would notify the light-agent since they can see private comments. A user recently created a Community Tip on how to set this up: Create a private comment automatically

    Keep in mind that this is not a Zendesk supported workflow so we will be limited on what we can assist with from our end should anything go wrong with this setup.

    Hopefully the above points you in the right direction!

    0
  • Andre Ribeiro Queiroz
    Comment actions Permalink

    As a workaround, it is possible to use triggers to notify an external service, this way you may use the trigger to fire a request to the Zendesk API:

    https://developer.zendesk.com/rest_api/docs/support/ticket_comments#create-ticket-comment

    Although it will require a big overhead of setting a server, authenticating to Zendesk and from the server fire the Zendesk API request.

    -1

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