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
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 Advanced AI 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:
- 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
- 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 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.
- 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.
42 comments
Sam Goulet
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.
1
Jennifer Rowe
HI annaelle.sabban
The rollout is ongoing until Feb 12, 2025.
Hope that helps!
1
Duane Bredel
Any chance this feature will be expanded to Automations and not just triggers?
2
Holly D
Hello,
Can you confirm if auto-replies will impact the first reply time or SLA?
0
Paul K
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?
1
Justin
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?
2
Tommy
Please add the ability to insert image in text
also, the ability to choose what agent (or admin) will be the author of autoreply
2
System Admin
Thank you for listening to your customers, Zendesk!!
0
D.Fitz
We're finding that we lose all formatting when using dynamic content with the Auto-Reply. Is this a limitation or a bug?
0
Sydney Neubauer
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
1
Bobby Koch
Is there a way to change this from saying “Zendesk”
0
Bobby Koch
need to be able to send more than 1 of these per ticket…
1