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



image avatar

Ricardo Pinto

Zendesk Digital Resources Team

Edited Dec 22, 2023


-48

108

108 comments

Amazing! Thanks Walter.

A couple of edits from my last post.

I realised that if you use "author_id", it adds a message to the external email that says "This comment was submitted by [uses Webhook credentials] on behalf of the author".

If you do not want this string to appear in the outgoing message, you can change "author_id" to "submitter_id".

I have also since found out that if your trigger also closes the ticket, you can create a second 'notify active webhook' action to set the ticket to closed in the same action.

2


Hi Ricardo Pinto,

You can automatically add comments to specific tickets with the Proactive Campaigns app. It has a new automation feature, so you can use it to send emails and add internal notes in bulk. The app adds internal notes when tickets enter the list filtered by specific criteria. It's extremely simple to use!

 

0


Lou This might seem a bit forward but.. could you check my JSON code? 

We want to use a webhook to put data from a custom ticket field into a custom user field. The webhook works, and the JSON seems valid. However the custom user field is not updated. Looking at the response text in the webhook there seems to be an issue with the placeholder I've used a placeholder for the custom user field. 

Here's my JSON:

{
    "user": {
        "id": "{{ticket.requester.id}}",
        "user fields": {
            "telefoonnummer_": "{{ticket.requester.custom_fields.9688774826641}}"
        }
    }
}

 

Hope the question makes sense. Thanks! 

 

0


Hi Marleen de Smet,

I'm not Lou, but maybe I can help.

Try using this endpoint:

PUT

https://your_subdomain.zendesk.com/api/v2/users/{user.id}

(Note: The user.id must be an integer.)

with the following JSON body

{
    "user": {
        "user_fields": {
            "telefoonnummer_": "{{ticket.ticket_field_9688774826641}}"
        }
    }
}

That is assuming that 9688774826641 is the ID of your custom ticket field.  If it is not, replace it with the ID of your custom ticket field.

1


Hi Walter, 

That did the trick. Thank you! 

1


image avatar

Brett Bowser

Zendesk Community Manager

Thanks for sharing this solution Walter! Much appreciated :).  

1


This is insane, commenting on a ticket based on a simple trigger rule should be a regular feature. It is too small to justify the AI add-on if some comments are all you need.
I'm in a spiral of insufficient features. I have automations notifying the customer of pending tickets and when they're closed. This doesn't show up in ticket comments, only events, for absolutely no good reason.
Ok, I try to work around it and find a way to leave an internal note for agents to easily know why that ticket is closed.
No possible for no good reason too, needs huge AI add-on we have no use for in our operations.

Is anything being improved in regular support business rules??

1


I agree, this feature should be included with all plans.  Creating trigger rules is not something that AI is needed for - it just doesn't make sense.  From Zendesk's AI description

The following features are included in Zendesk Advanced AI:

  • Intelligent triage
  • Advanced bots
  • AI-powered intents for bots
  • Intelligence in the context panel
  • Macro suggestions for admins

What does ANY of this have to do with triggers and adding a comment to a ticket?

0


Does anyone happen to know the formatting to get the second line "/n" to work?

0


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:

  • two spaces at the end
  • backslash at the end
  • the <br> element

https://stackoverflow.com/questions/26626256/how-to-insert-a-line-break-br-in-markdown

0


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.

0


image avatar

Paolo

Zendesk Engineering

Hi Keti,
 
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

0


Hi Keti ,

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?

0


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!
 

0


Hi Keti ,

Actually, I was going to suggest using the API.  But it seems you have already considered it.

I wish there was a simpler workaround.

 

 

0


This is a basic functionality that needs to be re-added as soon as possible. 

0


+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:

  • Not being able to add internal notes in triggers - many workarounds require this
    • One workaround is the Webook method, but now we are approaching out max API limits for something that shouldn't need a webooks in the first place.
  • Not being able to display Organization notes on the ticket page or on an “Organization” card - I would like to place organization notes right in view of the agent so they can see it and don't miss an important note. The only way we were able to do this was have a trigger post an internal note via webhook workaround.
  • Not being able to require an Organization field to be set when solving a ticket - There is no way to force an agent to set an organization for a user when solving a ticket. Therefore, a workaround is to open the ticket back up when the organization is missing on the ticket/end user. However, that workaround requires an internal note using the webhook workaround.
  • Not being able to require a public reply - I would like to force agents to post a public reply before updating the ticket if the severity is high enough. We were able to accomplish this with a checkbook workaround, but it would be nice if we could use internal notes too.

0


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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