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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:
Considerations when automatically adding comments and notes to tickets
- Comments and internal notes added by triggers appear in the ticket as if they were added by the current assignee. If the ticket is unassigned, the comments and notes are attributed to the system user. However, if the current user is a light agent, a trigger's autoreply actions are suppressed because light agents don't have permission to add public comments to tickets.
- All ticket triggers run when a ticket is created or updated. However, a maximum of one comment and one internal note can be automatically added by a trigger per ticket event. This means, if you have multiple triggers with autoreply and internal note actions, even if the ticket meets the conditions for all of them, only one comment one internal note will be added to the ticket.
Automatically adding comments and notes to tickets
Using ticket triggers to add comments to tickets, whether they're visible to end users or only to agents, is done the same way any other actions are defined for ticket triggers.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Create or edit a ticket trigger.
- Click Add condition to set up the trigger to meet All or
Any conditions.
If you have the Copilot add-on and choose to include intelligent triage conditions, this could result in the trigger's actions being counted as automated resolutions.
- Click Add action and set the actions that occur when the trigger's
conditions are met.
In this case, include either or both of the following options:
- Ticket > Autoreply to add a public comment, visible to agents and end users
-
Ticket > Internal note to add an internal note, visible
only to agentsNote: A single trigger can apply one of each of the options above.
- Under Reply body, enter the text of the comments or note the trigger
will add to tickets.Note: To create line breaks in your reply body, press Shift + Enter. If you only press Enter, it will look like a new line in the text editor, but won't be reflected as a line break in the ticket comment.
- Click Create trigger.
Example: Automatically adding a public comment to tickets received outside of business hours
You can create a ticket trigger that automatically adds public comments to tickets. If the Notify requester and CCs of comment update standard ticket trigger is activated, the requester and any CCs are notified of the comment via email.
In the example below, the ticket trigger is configured to check whether the ticket was received during your configured business hours. For tickets that are created outside of business hours, you can create an automatic reply that informs them when they can expect a response and directs the requester to any self-service resources that might help them resolve the issue themselves.
To add a public comment using a ticket trigger
-
In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- In Trigger name, enter a name for the trigger, such as Automatic reply for requests outside of business hours.
- (Optional) Enter a Description and Category for your trigger.
- In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
- Ticket > Status | Is | New
- Ticket > Agent replies | Less than | 1
- Ticket > Within business hours? | No
- Under Meet ANY of the following conditions, add the following
conditions:
- Channel | Is | Email
- Repeat the condition above for additional channelsTip: 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.
- In the Actions pane, add Autoreply and enter the following
Reply body:
Thanks for reaching out. We've received your request and appreciate your patience. Our customer support team will get back to you during our business hours: Monday - Friday, 8:00 am to 5:00 pm ET. In the mean time, you can check out our help center.
- Click Create.
Example: Automatically adding an internal note to tickets about data loss
You can create a ticket trigger that automatically adds an internal note to tickets.
In the example below, the ticket trigger is configured to look for key words in the ticket's subject and comment text that indicate the customer is experiencing a loss of data. Time is often a big factor in successful data recovery, so the trigger sets the ticket's priority to Urgent and adds an internal note reminding agents to use the expedited ticket escalation process.
To add an internal note using a ticket trigger
-
In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- In Trigger name, enter a name for the trigger, such as Automatic reply for data loss fast-track.
- (Optional) Enter a Description and a Category for your trigger.
- In the Conditions pane, under Meet ANY of the following
conditions, add the following conditions:
- Ticket > Status | Is | New
- Ticket > Agent replies | Less than | 1
- In the Conditions pane, under Meet ANY of the following
conditions, add the following conditions:
- Ticket > Comment text | Contains the following string | data loss
- Ticket > Subject text | Contains the following string | data loss
- In the Actions pane, add the following actions:
- Ticket > Priority | Urgent
-
Internal note
For the Reply body, enter Data loss can be a critical and time-sensitive problem for our customers. Make sure to follow the fast-track escalation process.
- Click Create.
62 comments
Christopher Fassano
So my takeaway is that if I have multiple internal note triggers that can be applicable to a ticket at the same time, I should continue using webhooks to call the ticket's API to add internal notes to tickets since this isn't a limitation when using webhooks. At least I haven't run into this issue until I moved away from using webhooks.
0
Samual Preiss
@Holly, Yes. Auto replies will impact SLAs because they're considered public responses.
I confirmed this by testing a moment ago.
0
Holly Damian
Hello,
Can you confirm if auto-replies will impact the first reply time or SLA?
Originally inquired 2/6
https://support.zendesk.com/hc/en-us/articles/6191477770906-Automatically-adding-comments-and-notes-to-tickets-using-triggers?page=2#community_comment_8849421435674
0
Sydney Neubauer
+1 These notifications should not be posted by assignee. Here are the limitations we have hit because of current functionality:
1
Kévin Arnoult
Agreeing with the last two comments, those notes should not be put under the assignee as this is misleading (it's actually not coming from the assignee).
0
Garrett Fraser
I agree with Shelby.
Our triggers add internal notes to tickets to alert agents about incorrect ticket movements, among other things. Currently, the agent triggering the note appears as the author, which is confusing. We need these notes to be attributed to an 'automation' account.
1
Shelby Darby
It's unfortunate that the comments register as an update from the assignee. We need to be able to separate out the system-generated internal notes from our agents work.
2
Samual Preiss
6580040979738 , I agree. This would definitely be useful. We've otherwise run into multiple occasions where this would have helped.
In the meantime, We get by with an automated ticket comment webhook.
https://support.zendesk.com/hc/en-us/community/posts/5790649405978-Setting-up-Webhook-to-trigger-Internal-Comment
0
Conor Murphy
Will this be added to automations? this would be very helpful for that too.
2
Andrew Chu
any options for me to create an auto-reply through triggers that can have attachments/attached files in it? I'm not seeing one currently in the editor
0
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