Adding comments to tickets

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53 Comments

  • James Sanford
    Comment actions Permalink

    Hey Jesus!

    The reason you're not able to pull in private/internal comments is that these are only available to agents.  As outlined in this article:

    You can also add private comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC'd on the ticket.

    So if the email address you are notifying via this trigger is not associated to an Agent's login email address then no private or internal comments will be sent.  

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  • Jaime Rodríguez
    Comment actions Permalink

    Hi!

    I’m looking into sending an attachment/image through the “text” feature. The problem is that when I upload - 78KB file size - and hit the “submit as...” command the comment and attachment disappear as if I hadn’t done anything. 

    Any help would be appreciated. 

    Thanks! 

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  • James Sanford
    Comment actions Permalink

    Hey Jaime!

    As outlined in our Getting started with Text document (https://support.zendesk.com/hc/en-us/articles/235709587):

     Does Text support MMS messages?

    You can receive inbound MMS messages, but Text does not currently support outbound MMS messages.

    1
  • paperchrisrey
    Comment actions Permalink

    Greetings,

    Is there a way to add an automation, like updating a custom field, after an agent replies or adds a comment to a ticket?

     

    Thanks

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  • Jessie Schutz
    Comment actions Permalink

    Welcome to the Community, paperchrisrey!

    Automations are time based business rules, so they run on a schedule rather than firing when a ticket is updated.

    I think what you're looking for are Triggers! You can find some documentation on that here: About triggers and how they work.

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  • Arshia Cont
    Comment actions Permalink

    Hello,

    It seems like Links added to a comment do not showup in Zendesk Embeddable iOS???

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  • Jessie Schutz
    Comment actions Permalink

    Hi Arshia!

    Can you be more specific about what's happening here? Are you trying to add pretty links and the text isn't showing up as linked? Or is something else going on? More detail about what steps your taking and the result of those steps will help us figure out what's going on!

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  • Ben Sinclair
    Comment actions Permalink

    Can I add private comments from email? My support team comments my name in a private comment and I get an email notification.

    To add a private comment reply to them, I have to copy ticket number, load up Zendesk, click on search, paste, press enter.

    Alternatively, a way to include the ticket URL in the email notification would save some time.

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  • James Sanford
    Comment actions Permalink

    Hey Ben!

    When you are @mentioned in a ticket you will be added as a CC and receive a CC notification email.

    The CC notification email can be edited by any Administrator under Admin > Settings > Tickets > CCs.  By default this is uses ({{ticket.id}}) but if you were to add in a # after the first parentheses then this will cause this to become a hyperlink in the notification you receive.  Example: (#{{ticket.id}}) 

    Alternatively the {{ticket.link}} placeholder can be used to provide the full URL path.  Zendesk Support placeholders reference provides additional information regarding these options.

    If you'd like to be able to reply directly to those emails and have your reply be an internal comment there are two options to do so as long as you are replying from an email address linked to an Agent profile.  The first option is to use the Mail API short command #note to set your response as internal/private.  The second option would impact all Agent replies via email and would cause these to be private by default and that setting can be updated under Admin > Settings > Tickets > Comments > Agent comments via email are public by default (unchecked).

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  • Chris Stock
    Comment actions Permalink

    @Ben - if you're not part of the support team and don't use Zendesk for handling tickets, then you should explore the Light Agent role. Light Agents can't add public comments to tickets, so when you reply to the email notification your message will be added to the ticket as an internal note.

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  • Alex McFarlane
    Comment actions Permalink

    We've got a ticket that was created via email, with a number of other people also CC'd on that email.

    We only allow agents to add CCs to tickets, so none of the people on the original email were CC'd in on the ticket.

    However, one of those people has pressed 'reply all' and so has cc'd Zendesk in on their new email.  

    This email has appeared on the ticket as a private comment.  Is this expected behaviour?  We thought only agents could create tickets.

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  • Alex McFarlane
    Comment actions Permalink

    Doh - "we thought only agents could create internal comments" was what I meant to say...

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  • Jessie Schutz
    Comment actions Permalink

    Hi Alex!

    What you're seeing is the result of some changes we made to CC functionality recently, due to a vulnerability that we discovered. You can find all the details on what was changed and why here: Update to Comments by Third Parties.

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  • Alex McFarlane
    Comment actions Permalink

    Hi Jessie - thanks for the update.

    I can understand the reason for doing this, but it would be great if this was accompanied by a 'Make this comment a public note' option - sometimes these comments from third parties are useful for the ticket customer to see.  

    It would be lot cleaner if the agent could just be flip the comment from private to public rather than having to copy, paste and explain it in a new public comment.

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  • Jessie Schutz
    Comment actions Permalink

    Hi Alex!

    It's possible to make a public comment a private note, but not vice versa; this was the case even before the new functionality was rolled out.

    That's a good piece of feedback though; it would certainly make the workflow easier to work with. I'll be sure to pass that along to the developers!

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  • Daniel Bernhardt
    Comment actions Permalink

    How can I have the moist recent public comment emailed out?  I can get the first public comment to go but not subsequent public comments.  I would like the mist recent public comment emailed via trigger.

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  • Jessie Schutz
    Comment actions Permalink

    Hi Daniel! Welcome to the Community!

    By default, you should have a Notify request of comment update trigger, which will send an email out to the ticket requester when the ticket is updated. Make sure that trigger is active, and that it has the correct placeholders in the email body. For the most recent public comment, you would use {{ticket.latest_public_comment}}.

    You can find out more about Triggers here.

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  • Melissa Chavarro
    Comment actions Permalink

    I understand that the maximum file size for attachments in ticket comments are 20 MB for Professional and Enterprise. I would like to know if that means 20 MB for each attachment and one ticket comment can have as many attachments as I need or if the sum of sizes of the attachments should not be above 20 MB?

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  • Jessie Schutz
    Comment actions Permalink

    Welcome to the Community, Melissa!

    The limit applies to each individual attachment. So you can have multiple ticket attachments, each up to 20 MB in size.

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  • Nicolas Sobrido
    Comment actions Permalink

    Hi,

    Is there a way to convert private comments to public comments ?

    Thanks in advance for your help.

    Regards

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  • Jack Richard
    Comment actions Permalink

    Thanks for taking the time to discuss this, I feel strongly about information and love learning more on this. If possible, it was extremely helpful for me.

    https://www.nx3corp.com

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  • Matt McLean
    Comment actions Permalink

    Now that there's a way to have "real" email attachments (see "Enabling attachments in tickets"), does anything change regarding "secure attachments"?

    In other words, can you have attachments that "require login" when being viewed on the web (rather than just being a long obscure URL) but that also get **sent** as email attachments (which would mean end users do NOT need to be logged in to see them in their emails)?

    It seems like this would be "the best of both worlds"

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  • Dan Kondzela
    Comment actions Permalink

    Hey Matt, thanks for reaching out.

    Great question! However that behavior is not changed at the moment. Users will need to be authenticated to access the attachments if the requirement is enabled. I have marked this as an area of product feedback. 

    Thanks!

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