Announced on | Rollout starts | Rollout ends |
February 5, 2025 | February 5, 2025 | February 12, 2025 |
Zendesk is pleased to announce the autoreply and internal note ticket trigger actions are now available to all customers.
This announcement includes the following topics:
What is changing?
Previously, only accounts with the Advanced AI add-on had the ability to use ticket triggers to add public comments and internal notes to tickets. Now these actions are available to all customers at no additional cost.
To use ticket triggers to add comments to tickets, you can use the following actions:
- Ticket > Autoreply: Adds a public comment to a ticket. If the standard Notify requester and CCs ticket trigger is activated, the ticket requester and CC's will receive email notifications about the autoreply comment.
- Ticket > Internal note: Adds an internal note to a ticket, which is visible only to your agents and can provide helpful process reminders and information.
For more information, see Adding comments and notes to tickets using triggers.
Why is Zendesk making this change?
Zendesk received a lot of feedback from customers expressing confusion and frustration over the restriction of these trigger actions to the Advanced AI add-on when the features don't inherently include any AI capabilities. We agreed and want to make it right for our customers.
What do I need to do?
If you want to start using ticket triggers to automatically add comments and notes to tickets, you can create or update triggers and add these actions.
Existing ticket triggers that use these actions will continue to function as expected and, as has been the case, only autoreplies added by triggers with intelligent triage conditions can be counted towards automated resolutions.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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