Question
Can I configure a trigger to auto comment a ticket?
Answer
No, it's not natively possible to have a trigger add a comment to a ticket. Triggers can send notifications to users containing information from the ticket, but they cannot be used to add a comment to a ticket when they fire. For more information on triggers, see the article: About triggers and how they work.
69 Comments
It is really surprising that this functionality doesn't exist. Just curious, for those who are using a target/trigger combo to have an internal ticket created - are you able to share a step by step guide on how you're doing this? I a looking into whatever ways I can get an internal note added that displays the text used on emails to requester we send out via trigger.
This user tips and tricks explains the comment part farther down in the article:
https://support.zendesk.com/hc/en-us/community/posts/4409515208346-Automated-follow-up-comments-for-Pending-tickets-public-or-internal-
I use it VERY often and it works great.
It is very disappointing to see, that this functionality not only hasn´t been natively within Zendesk, but to see how many people are requesting it, and no change is being made.
there is indeed a method from Zendesk itself to insert public comments in tickets via trigger, they even posted here in the answers 90% of what needs to be done for this comment to be public.
but yes, it is possible to insert public comments in the ticket using triggers.
and has nothing to do with URL, we achieve such action using target notification.
The issue is that using a trigger to do this is not entirely reliable – it's possible that race conditions could result in the ticket not being updated with the comment, or in the comment trigger preventing a different trigger from completing its operation, and there isn't any way to predict if or when that might happen.
Hi Dave, how´s life?
but on what aspect would it not update? We have triggers working this way, inserting public comments into tickets, without any harm to the flow.
it's a native solution of yours, I don't understand how you still haven't noticed.
often the solution to very complex problems lies in absurdly simple solutions. Have you ever heard about it?
Is it possible to use standard HTML formatting with notify targeting?
ie. if I wanted the response to contain a hyperlink
Does anyone know of a way to get this working for a Whatsapp ticket that is on messaging to message the customer?
This can be achievable, but we do not recommend this! The reason is addressed in the following article with more details (Webhooks use the same concept as HTML/Targets): https://support.zendesk.com/hc/en-us/articles/4408882855578-Can-I-use-a-trigger-and-a-webhook-to-update-tickets-
Thanks for your comprehension!
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