Recipe: Adding comments and notes to tickets using triggers

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7 Comments

  • Bobby Watton

    Is it just me, or did Zendesk remove "Internal Note" as a trigger action recently?

    2
  • Kevin Rotairo

    Bobby Watton It looks like this is only available when you have the Advanced AI Add-on based on this article. If you're also comfortable working with Webhook and Zendesk APIs, you can also set that up but please note of this possible side effect

    0
  • Jordan Haun

    It looks like this document might be outdated. I do not see an action called 'Autoreply' when trying to add a public comment via trigger. Is this now called "notify by"? 

    0
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for letting us know, Jordan. We'll have the team take a look and update the documentation if needed. 

    0
  • Liv

    I have tested the "Ticket > AutoReply" feature with the messaging channel. A public autoreply is added to the ticket comment. However, the customer who initiated the messaging conversation does not see the autoreply.

    When I contacted Zendesk support, I was told I needed to add an additional condition to the trigger to actually send a response to the customer. This is done using the "Notify by" feature. However, there is no "Notify by" option for messaging, only email.

    When a customer is requesting a response via messaging, you wouldn't want to send them a notification via email. You would want to send the notification via the channel they initiated the conversation from i.e. messaging.

    It looks like the "Ticket > AutoReply" feature simply appends a comment which is then visible to agents only. Is this correct?

    In the near future, will Zendesk release the ability to send an automated reply via the messaging channel?

    3
  • Izabella Hammar

    Hi,

    Can you confirm Trigger Action: "Ticket > Internal Note"  only is available for customers with Advanced AI add-on? 😃

    0
  • JR Lausin
    Zendesk Customer Care
    Hi Izabela,
     
    That's correct you need to have the add-on to use this feature.
     
    Sincerely,
    0

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