Question
Can I configure a trigger to auto-comment on a ticket?
Answer
Yes. You can create a trigger that automatically adds a public comment or an internal note to a submitted ticket that meets certain conditions. For more information, see the article: Automatically adding comments and notes to tickets using triggers.
Important: Zendesk doesn't support using webhooks for Zendesk APIs as a workaround to automatically add comments to tickets. Doing so can result in race conditions and other conflicts. For more details, see the article: Can I use a trigger and a webhook to update tickets?
117 comments
Rolf Hayes
I just wanted to express my thanks to everyone here. We've set up our own webhook and trigger for internal comments on a ticket where we need a clear prompt for agents as a warning for a particular org.
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Matthew Toenjes
+1 To allow the use of adding Internal Notes & Public Replies via Trigger to people who don't have “Advanced AI.”
This is not an AI feature and is ridiculous that we can't post internal notes on tickets natively (even when the functionality clearly already exists for “Advanced AI” users). Often times I have to do many work arounds where internal notes are useful to the workaround. It seems as if our Zendesk environment keeps having workarounds upon workarounds due to lack of basic functionality.
Some of the things where internal notes are useful for workarounds:
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Nicolas Distefano
This is a basic functionality that needs to be re-added as soon as possible.
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Walter
Hi 6276361949082 ,
Actually, I was going to suggest using the API. But it seems you have already considered it.
I wish there was a simpler workaround.
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Keti
Hi Walter!
Yes, exactly. We are using the messaging channel with a simple bot flow at the moment.
The reason I am trying to make this work is to avoid using the API call and branch condition in the bot. To explain it simply:
We are dividing the end customers/organizations into different plans (using tags and fields).
For example: Plan A / B / C.
Based on these conditions, I want to provide a public answer through the bot based on the Plan.
By creating a webhook that provides a public comment to the ticket, I can use the plan conditions in a trigger to add a comment to the ticket. However, it should also be displayed on the customer messaging side.
I know this is possible using the API in the bot flow by calling the organization/user field as a value once the user contacts us, and by this using different bot answers / flows. However, this will require more time for us to develop, so I was thinking of a simpler workaround.
Thank you!
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Walter
Hi 6276361949082 ,
So you are using the Messaging feature and not the legacy Web Widget right?
On the legacy Web Widget, I don't think it is possible. On the new messaging, it may be possible, but it may not be a supported workaround. Are you able to provide more details?
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Paolo
Using a trigger and webhook to update tickets is not a supported workflow. For more information, kindly refer to this article: Can I use a trigger and a webhook to update tickets?
Best,
Paolo | Technical Support Engineer | Zendesk
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Keti
Hi!
Is there any way to enable the ticket public comment under the Web Widget Interface? (customer POV) .I initiated a Messaging ticket, Web hook works, comment is added within the ticket, but it is not displayed from the customer's point of view on the web widget.
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mfg
Dakotah Poitra
It looks like you're trying to insert a line break. I believe you would use Markdown instead. There's a few ways to try it:
https://stackoverflow.com/questions/26626256/how-to-insert-a-line-break-br-in-markdown
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Dakotah Poitra
Does anyone happen to know the formatting to get the second line "/n" to work?
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