Adding comments to tickets

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19 Comments

  • Joanna Isac

    Any plans to add user-level internal notes? These would be automatically visible on any tickets opened by that user. 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Joanna, I don't think we have any plans for that. If there's a reason why you wouldn't want to just use internal notes as they are (viewable by any agent looking at the ticket, please create a post in our Feedback - Ticketing System (Support) topic, using the Product Feedback Post Template we have there to format your post. Thanks!
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  • Ashish Kumar Mishra

    Hi Dave Dyson Does Zendesk have an API to post a public reply on the ticket? if yes, can it be done in bulk?

     

    If through API it's not possible then do we have a way to select all tickets on a particular view and edit in bulk? Currently I can only see 30 tickets in the views that I have created and I need to update ~2k tickets. What would be the easiest way to do this?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ashish, 
     
    Yes, you can update tickets in bulk via the API using the Update Many endpoint – you can update 100 tickets at a time that way.
     
    You can also update up to 100 tickets at a time via Bulk edit in Views: Managing tickets in bulk
     
    The third way you might be able to do this is by using an Automation, which can process up to 1000 tickets per hourly run. You'd need to be careful to create automation criteria that will only match the tickets you want to change, and provide a way to ensure that the automation only is processed once per ticket (i.e., once the automation has processed a ticket, that ticket will no longer match the automation's criteria). I wouldn't really recommend this method simply because of the potential for error.
     
    Hope that helps!
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  • Krizzia Kaey

    Hi, how to add internal notes as a column?

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  • Jeff C
    Zendesk Customer Care

    Hi Krizzia,

    I am afraid that this is not a possibility at this time as adding Columns is not a feature currently available in the Text composer. 

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  • Krizzia Kaey

    How about a URL? Do you have any options to put URL type custom field that can be viewed in the view page? Currently, we are putting URL in internal comments 

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  • Dane
    Zendesk Engineering
    @Krizzia,
     
    For custom field types, URL is not available. Please refer to About custom field types for more information.
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  • Christle

    Aimee Spanier It seems that the formatting of table  in agent workspace has changed. Whenever we paste a table in an internal comment, the table does not show up, but the details show up but they look weird. Any insights on this?

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  • Dekbi
    Zendesk Customer Care
    Hi Christie,
     
    I have tried it personally and this should be working properly whenever you paste a table from another editor, such as Excel or Google Sheets.
     
    There are some quick initial steps you can take to try resolving this issue:
    • Make sure your browser and system are up to date and match our Zendesk Support system requirements.
    • Clear the cache and cookies on your browser as described in this article: Options to clear cache and cookies.
    • Restart your computer, restart your browser, and close out any background programs or extra tabs and windows. These steps help clear out any errors or issues happening in the background and free up processing power to help your system run more smoothly.
     
    If you still encounter the same issue, feel free to contact us using the steps in our documentation Contacting Zendesk Customer Support.

     

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  • Mateusz Gamroth

    Is it possible to add a comment to a ticket without submitting it? 
    We have the situation that agents submit a ticket to another level, then need to contact the customer again and leave a note about that.

    At the moment we need to route the ticket back and forth in that case.

    Is there any possibility to just add a note without triggering a trigger?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Mateusz,
     
    Just to confirm, is this comment supposed to be visible to the customer or only to agents on the account? If you're just trying to prevent an email notification from going out to the customer but the comment should be visible to the customer then I would recommend adding a checkbox condition or something similar to your already created trigger. If an agent toggles the checkbox field then the trigger would not fire. The only condition you'd need to add to your trigger is [Checkbox Name] > Unchecked or something similar.
     
    Let me know if I'm misunderstanding your question!.
     
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  • Mateusz Gamroth

    Hello Brett Bowser, thank you for the quick reply! :)

    We are just using notes internally and we are using triggers to send the tickets to other departments.

    I.e. If you submit a ticket as solved it will be solved and remain in your department.

    Other times if you submit a ticket as open, you are sending it to another department (view).

     

    So when you open that ticket while it is being at the other department and adding a comment and then submitting as open it would automatically go back to your department. (view)

    We would then need to submit it again so that it goes back to the appropriate department.

    But I think adding a checkbox and adding a condition to those triggers might be a solution.

     

    Would there be any possibility to bulk update triggers and add such a condition? We have literally 100s of them now? Maybe you got an idea?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Mateusz,

    I did some digging on my end but couldn't find a way to bulk update tickets at this time. If you have developers available, they may be able to use our API along with a custom script to update the necessary triggers. My knowledge in that area is rather limited but hopefully your own developers can help point you in the right direction. 
     
    Let me know if there's anything else I can assist with in the meantime. 
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  • Lynn D.

    Hi! 

    I was wondering, is it possible for a ticket status to automatically change from 'pending' to 'open' when an internal note is made? If so, how?

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  • Stephen Belleau
    Community Moderator

    Lynn D. You bet! That can be done via trigger. Before you do exactly that though, you might want to consider some scenarios. Since end-user comments will always reopen the ticket (even if it comes in via internal note), you're likely talking about reopening when an agent leaves an internal note?

    For example, if you have a situation where the requester is an agent, and the requester leaves an internal note, then it definitely makes sense to reopen the ticket. This trigger recipe can help: https://support.zendesk.com/hc/en-us/articles/4408825831962-Why-is-the-customer-s-reply-not-changing-the-ticket-status-to-open-#h_01ENTK5CA5YGCM37VQ9E7ZCWVH

    However, if the assignee working on the ticket leaves an internal note after it's set to Pending, you may not want it to reopen. The trigger above will only fire when the agent is requester, not assignee, so perhaps start with that! You can adjust and refine as needed from there.

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  • Todd Coldiron

    Need to add a checklist to a change ticket with a specific type "Employee Termination", after every new change ticket with that type is created.  How?

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  • Dave Dyson
    Zendesk Community Manager
    HI Todd, the only way to do that natively within a ticket would be to create a specific Ticket Form for these tickets that has a series of checkbox ticket fields. However, there are a number of (paid) apps in our Apps Marketplace that could perhaps make the process easier: https://www.zendesk.com/marketplace/apps/?query=checklist
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  • vincent solitario

    How can we make comments to automatic public reply instead of internal note in facebook messenger. 

    We are using facebook/facebook messenger and everytime the ticket created the comments is INTERNAL NOTE  and the second option is Public reply and what we want is to make it into a PUBLIC REPLY then the second option is Internal note. 



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