Automatically adding comments and notes to tickets using triggers

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Quick Look: Admin Center > Objects and rules > Business rules > Triggers

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:

• Automatically adding comments and notes to tickets
• Example: Automatically adding a public comment to tickets received outside of business hours
• Example: Automatically adding an internal note to tickets about data loss

Considerations when automatically adding comments and notes to tickets

Consider the following limitations and behaviors when using triggers to automatically add comments and internal 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.

To create a trigger to add comments or internal notes to tickets

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Create or edit a ticket trigger.
3. 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.

4. 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 agents
     Note: A single trigger can apply one of each of the options above.
5. 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.
6. 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.

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

To add a public comment using a ticket 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 requests outside of business hours.
4. (Optional) Enter a Description and Category for your trigger.
5. 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
6. Under Meet ANY of the following conditions, add the following conditions:
   • Channel | Is | Email
   • 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.
7. 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.

8. 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

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 data loss fast-track.
4. (Optional) Enter a Description and a Category for your trigger.
5. 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
6. 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
7. 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.

8. Click Create.