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

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43 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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  • Russ 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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  • Louis Borocki

    Russ 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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  • Russ Milton

    Louis Borocki ah great, thank you for letting me know!

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  • Tom Rees

    Louis Borocki 

    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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  • Louis Borocki

    Tom 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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  • Tom Rees

    Hi Louis Borocki

    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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  • Louis Borocki

    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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  • Tom Rees

    Louis Borocki

    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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  • Louis Borocki

    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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  • Tom Rees

    Thanks Louis Borocki.

    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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  • Louis Borocki

    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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