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Automatically adding comments and notes to tickets using triggers



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Erin O'Callaghan

Zendesk Documentation Team

Edited Feb 05, 2025


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42 comments

There's a post about this here: https://support.zendesk.com/hc/en-us/articles/8763325557018-Announcing-the-general-availability-of-autoreply-and-internal-note-actions-in-ticket-triggers

 

Roll out is supposed to be between now and Feb 12th, same thing for me, it's not available yet but hey just 1 week left to wait!

 

Joel reads our posts, I really appreciated my interaction with him, he clearly cares about the product he's managing.

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Jennifer Rowe

Zendesk Documentation Team

HI annaelle.sabban 

The rollout is ongoing until Feb 12, 2025. 
Hope that helps!

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Any chance this feature will be expanded to Automations and not just triggers?

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Hello,

 

Can you confirm if auto-replies will impact the first reply time or SLA?

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Multiple triggers adding separate notes don't appear to be possible. Is this intentional or a bug? It could previously be achieved with the webhook method.

 

For example, I have one trigger that fires if an Org has text in an ‘Important Account Notes’ field. The trigger adds an internal comment that displays the important account notes.

 

I have a separate trigger that adds an internal note mentioning if an account is using a particular version of our software. That trigger fires if the account has a certain value in a specific Org field.

 

If both of the above are true for an Org, only 1 internal comment is left (whichever is first in the Trigger order) rather than 2 comments.

 

Is it intended behaviour that only one comment can be added in a single instance?

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Thank you for making this feature available! Does the customer see an agent associated with the autoreply? And with internal notes, who does the internal note show as making the comment?

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Please add the ability to insert image in text
also, the ability to choose what agent (or admin) will be the author of autoreply

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Thank you for listening to your customers, Zendesk!!

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We're finding that we lose all formatting when using dynamic content with the Auto-Reply. Is this a limitation or a bug? 

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Sydney Neubauer

Zendesk Luminary

D.Fitz  Yes we ran into this aswell. It is a bug (reported almost 2 years ago now). Turns out you have to have a placeholder within Dynamic Content if there is formatting otherwise the formatting appears. As such, Zendesk did provide us with a workaround of a ‘blank’ placeholder we can slip into each DC

 

{{"}}

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Bobby Koch

Zendesk Luminary

Is there a way to change this from saying “Zendesk”

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Bobby Koch

Zendesk Luminary

need to be able to send more than 1 of these per ticket…

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