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

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69 Comments

  • Flair Customer Support

    Alexey thanks for the suggestion.

    I generated an API key and appended it to my email address as you indicated, however, the API call still failed with error "Couldn't authenticate you"

    Any other suggestions?

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  • Carl Carver

    I've tried every method mentioned in this thread to get this work, but still can't for some reason... even tried creating a webhook... fundamentally they all seem to be the same logic.

    Just saw this: https://support.zendesk.com/hc/en-us/articles/4409692719130-Announcing-the-Zendesk-intelligent-triage-EAP

    "You can also use intelligent triage to increase your support team’s efficiency by configuring triggers that reply to tickets with public or private comments."

    Sounds promising. 

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  • Russell Milton

    I've got this set up and has been working for well a while and has become key to our processes, Are we able to convert this target to a webhook?

    When I've tried it doesn't look like it's possible (maybe due to basic authentication?)

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  • Lou
    Community Moderator

    Russell Milton If you're set up the same as us, then it's a URL target. Those can't be converted and don't have to. At least that's what Zendesk told me.

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  • Russell Milton

    Lou ah great, thank you for letting me know!

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  • Thomas Rees

    Lou 

    I am trying to set this up myself, but nothing seems to appear on the ticket when the trigger runs and the target shows 0 successful sends. Is there something I need to set up somewhere else? 

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  • Lou
    Community Moderator

    Thomas Rees

     

    Sorry for the late response. I changed my email address and didn't see the notification.

    Can you share your URL target setup? Please don't include your domain. That's none of my business. It should look like:

    https://somedomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

    The method should be PUT

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  • Thomas Rees

    Hi Lou

    Thanks for replying.

    Set up is with the following:
    https://somedomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

    It then feeds the following trigger:

     

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  • Lou
    Community Moderator

    What kind of error message do you get? Everything looks OK to my less-than-technical eye, so it's either the credentials or the json.

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  • Thomas Rees

    Lou

    If I test I get 'Error during transmission: HTTP client call failed', but still active without, it just doesn't run. Definitely only need the URL target and the trigger, nothing else in the background? Appreciate the help, such an annoying limitation! 

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  • Lou
    Community Moderator

    Go to your admin center and open Apps and Integrations>APIs>Zendesk API then click on the Target Failures tab:

    Do you see the failures there? If so, you can click on one and get more information. Again, it's very technical, but if you look through it, you may see a clue. I have some failures, but at the very bottom they indicate they failed because it was trying to update a closed ticket.

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  • Thomas Rees

    Thanks Lou.

    It's saying '"error": "Couldn't authenticate you"' at the bottom. I've tried resetting the password and still have the same issue. I will try on my production instance when most agents have logged off and see if I get the same issues.

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  • Lou
    Community Moderator

    Yeah, that looks like a password issue. I had the same problem. Any time I go look at the target, the password disappears and I have to reenter it.

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  • Jonathan K

    HI everyone.

    There doesn't appear to be information about this in the knowledgebase but is this possible to send private notes (or comments if you will) via Email? For instance when we forward or send an email to our support@[subdomain].com, it comes to Zendesk and has the email as a public note, instead we want to have it as an internal note. Can you edit the message in email somehow so Zendesk creates it as an internal note automatically? 

    Thank you in advance.

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  • Dane
    Zendesk Customer Care
    @Jonathan,
     
    Incoming new emails, even in forwarded emails, will automatically generate a public comment. However, if you'll reply on a ticket as an agent via web mail or mail app, you can utilize Mail API to make the comment private.
     
    Just add #public false on top of your email body and it will turn the response to private. 
     

     
    This is the result.
     

     
    Hope this helps.
    1
  • Susan Robinson

    To compliment our automation efforts I would really like this feature at least to add a private comment.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Susan, 
     
    If you haven't already, would you mind upvoting and adding your use case to this product feedback thread? Although it's about Triggers specifically, others have also mentioned Automations: Feature Request: Triggers - Action: Add Internal Note as a trigger action
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  • Susan Robinson

    We intend to automate responses to tickets that have certain words in the subject on receipt of the ticket containing the specified words I want to send a notification back to the requestor detailing how they can self serve their issue (i.e. no intervention from an agent).

    I can do this successfully via email using a trigger and an automation but in order to keep in with our SLA for first reply time I also want to be able to add a comment instead of sending an email.

    So adding this feature would be a great addition to our automation efforts.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Susan – my apologies, I wasn't being clear. Can you upvote and copy your response over to the following thread: Feature Request: Triggers - Action: Add Internal Note as a trigger action
     
    Thanks!
    -1
  • Matthew F. Gilboy

    Often enough there are forms with so many fields that my agents are swimming in too much information in the little sidebar. While they need all that data, and it's organized as well as can be, it's helpful to call out the more essential or special details: a check box for something, that one drop down that changes the entire type of action they need to take, an answer in a field that needs to be the bottom but operationally matters at the top.

    I want to be able to extract those details automatically for them to better know what the ticket is about, and insert a private comment that they can see at the start. One that gets there via automation and helps them know where they'll need to go, rather than manual execution of a macro before they even start looking at the ticket.

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  • Pete Peric

    Hello Dave Dyson, would love to upvote Feature Request: Triggers - Action: Add Internal Note as a trigger action, but sadly and shockingly the Feature Request is set as "Not planned" for no particular reason. This is a much needed feature for us and will need to evaluate other ticket system solutions to meet our needs.

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  • Matthew Taylor

    Has anyone been successful in getting authentication to work with third party SAML (Google/Okta)?

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  • Susan Maher

    Matthew,   

     

    We use Okta in our organization to logon to Zendesk.  

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  • Matthew Taylor

    Thanks Susan Maher

    Have you been able to authenticate with a URL target with Okta? What format did you use?

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  • Thomas Rees

    Matthew Taylor

    We use Okta and I have this working.

    The username I use is in the following format email.address@example.com/token and then I use the API to get a token and use this as the password

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  • Matthew Taylor

    Thanks Thomas Rees

    I had no luck so far with

    Username: [email]/API token

    OR 

    Username: [email]/API token

    Password: API token

    I'll keep playing to see what I can find.

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  • Thomas Rees

    Matthew Taylor

    In the username don't put the actual token, but put the word token after the /. The password is where you paste the API token

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  • Matthew Taylor

    Thank you so much Thomas Rees! I feel like a bit of a dummy :'D

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  • Thomas Rees

    Matthew Taylor

    You're welcome. Took me a while to get it to work too! 

    1
  • Susan Maher

    I see you got your answer, 

    1

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