Recipe: Adding comments and notes to tickets using triggers

What's my plan?

You must have the Advanced AI add-on to use the features described in this article.

You can create triggers that automatically add public comments and internal notes to tickets.

Public comments can deflect tickets without requiring agent intervention. Internal notes can provide agents with helpful process reminders or other information. Either way, your support team saves time and effort.

This article contains the following topics:

• Adding a public comment to a ticket using a trigger
• Adding an internal note to a ticket using a trigger

Note: Intelligent triage conditions don’t work with the Ticket | Is | Created condition. If you plan to use conditions related to intent, language, or sentiment in the triggers as described in this article, use the Status | Is | New condition instead. See Why didn’t my intelligent triage trigger run during ticket creation?

Adding a public comment to a ticket using a trigger

You can create a trigger that automatically adds a public comment to a submitted ticket that meets certain conditions. If the Notify requester and CCs of comment update standard trigger is activated, the requester and any CCs are notified of the comment via email.

In the example below, the trigger is configured to look for an intent predicted by intelligent triage. For tickets that have an easily solvable intent, you can create an automatic reply that directs the requester to the appropriate self-service resources to resolve the issue themselves.

Tip: Autoreplies can fulfill SLAs. See Defining SLA policies.

To add a public comment using a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Automatic reply for <situation>, customized with relevant details of your trigger).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. In the Conditions pane, under Meet ALL of the following conditions, add the following conditions:
   • Status | Is | New
   • Intent | Is | <select the intent you want the trigger to be based on>
   • Tags | Contains none of the following | triage_trigger_fired
   • Agent replies | Less than | 1
   • Intent confidence | Is | High
7. Under Meet ANY of the following conditions, add the following conditions:
   • Channel | Is | <select the channel you want the trigger to work on>
   • Repeat the condition above for additional channels
     Tip: These conditions ensure that autoreplies apply only to tickets created through certain channels. For example, you might not want autoreplies to apply to messaging tickets, which are created when a user requests to speak with an agent.
8. In the Actions pane, add the following actions:
   • Add tags | triage_trigger_fired
   • Autoreply
9. Fill in the Reply body according to the specific situation you’re building the trigger for.
10. Click Create.

The triage_trigger_fired tag helps ensure that your trigger runs only once on each ticket. The trigger adds the tag the first time it runs, and after that, the presence of the tag prevents the trigger from running again. The Agent replies condition performs a similar function. In the event that the tag is accidentally deleted, this condition prevents the trigger from running on a ticket on which an agent has already replied.

Adding an internal note to a ticket using a trigger

You can create a trigger that automatically adds an internal note to a submitted ticket that meets certain conditions.

In the example below, the trigger is configured to look for a sentiment predicted by intelligent triage. For tickets that have a negative sentiment, you can add an internal note that gives the agent information about handling or escalating delicate customer service situations.

To add an internal note using a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Automatic reply for <situation>, customized with relevant details of your trigger).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. In the Conditions pane, under Meet ALL of the following conditions, add the following conditions:
   • Status | Is | New
   • Intent | Is | <select the intent you want the trigger to be based on>
   • Tags | Contains none of the following | triage_trigger_fired
   • Agent replies | Less than | 1
   • Intent confidence | Is | High
7. Under Meet ANY of the following conditions, add the following conditions:
   • Channel | Is | <select the channel you want the trigger to work on>
   • Repeat the condition above for additional channels
8. In the Actions pane, add the following actions:
   • Add tags | triage_trigger_fired
   • Internal note
9. Fill in the Reply body according to the specific situation you’re building the trigger for.
10. Click Create.