Add Assignee Comment in Trigger Action

87 Comments

  • Intekhab Hussain

    Hi Jake,

    Thanks for considering it to be included as a feature.

    "Apply Macro" will indeed a more useful solution than "Add Comment". Like us, most companies should already have macros created for those replies for cases when the automation triggers fail to capture the incoming requests (ex. typo while submitting). Thus using micro for the purpose will allow us to update them more easily.

    I will be looking forward for the feature.

    1
  • Tom Bennett

    I'd like to second this - I'd love to be able to be able to use a trigger to both "Add public comment" and "Add private comment".

    5
  • LodiseSam

    Do want.

    0
  • Robert Salesas

    Any news on this? We really need a way to track actions taken via triggers, specifically when an external entity was notified.

    0
  • Madhavi

    Any update on capability of adding comment via trigger?

     

    0
  • Gorka

    Hi @Jake,

    Any update on this?

    The only way to do this is to target an script who update the ticket via API... but this new feature will be so nice and effortless :)

    Thnx.

    Gorka.

    0
  • Shaun Wilders

    Only just come across the fact this isn't possible. We've setup the automations to chase pending tickets but need these to add a private note to the tickets to show they have been chased. After the final chase we close the ticket so a note is needed to say that this is why it was closed.

    1
  • Hans Weihe

    Hi Jake

    Are you still working on your beta test?

    0
  • David Birchmier

    Hi ZD Team:

    Also very interested in this.

    0
  • Todd Cox

    I need this too. We insert different footers into the ticket text based on account type. Right now this has to be done through separate macros, but we have other macros for the ticket content itself. 

    I'd like to get away from my reps having to run multiple macros to "automate" completing a ticket. 

    0
  • Peter Griffith

    Allowing triggers and automations to apply macros would be just as useful as allowing them to add comments themselves but it looks like this never happened. I hear it is available through the API so that would indicate it's not such a difficult task to integrate into the product....maybe!

    2
  • Sean O'Hara

    OH MAN

    Having a macro fire off based on a complicated trigger (tags+comment matches+group+priority+org) would be amazingly sweet.

     

    Tell me this is on the roadmap somewhere?

    4
  • Ryan Lazanis

    Following. Interested as well. 

    0
  • Jeff Austin

    +1

    We have different levels of support depending on the program our customer has subscribed to.  We need the ability to add comments to each ticket depending on the customer support level.  This can't currently be done, so having the ability to fire a macro or simply add a private or public comment via an automation or trigger is very important.

    Where does this stand?

    0
  • Andrew Checkley

    Last official zendesk update on this was 4 years ago and was closed beta. 

    Is this going to be an option at some point as the ability to add internal note via trigger would be really useful to alert agents to a specific point within the ticket.

    Thanks

    1
  • Gorka

    Hi @Colin,

    This is a very good solution! In fact, in our company, this is the solution used in some situations...

    But the perfect solution would be the subject of this post, because using an API call each time, can kill the rate limit of API requests :(

    G.

    0
  • Jeff Austin

    +1 on this.  Zendesk, where are you with this functionality?

    We have customers on different support programs, each program having different services included.  We need the ability to highlight which support plan the customer is on while working on a support ticket.  Just having a field is not visible enough to the agent.  Ideally, we'd love to have a banner on screen highlighting the support plan/support level, but having an automatic comment would be the next best thing.  Having the ability to fire a macro automatically via a trigger or automation would be helpful too.

    1
  • Hartmut

    +1

    How could there be no such action?

    e.g. when closing a ticket by automation, I would like to be able to leave a comment for the user... If h's going to review the ticket some time later and it's just closed without any comment (other then by mail to requester action...) that's not nice...

    As mentioned before, the zendesk team could at least give some update instead of leaving all forum users in the lurch..

    0
  • Jake Holman

    Hey everyone,

    The current thinking on this is that we'll add some sort of option to allow a notification sent to the requester to also add itself to the ticket, as a comment.

    The comment author will not be that of the assignee, but of some sort of system user. This would mean requesters can still see the comment as part of the ticket's comment stream.

    2
  • Andrew Checkley

    Jake,

    If I can explain our reason for this as it may help and also show why the above would not work so well or would perhaps be better to have an option if its customer facing or not.

    We have a process that we must follow when we connecting to customer equipment. the process is the same for every customer all except one. for all we have to advise we are connecting and what for. we then have to wait for the customer to confirm this approved.

    For one customer only the process is different. the fear is that as it is only one customer this could easily be forgotten. whilst I understand we could have a custom org field that highlights it its still easy to miss.

    if i could have a trigger that is for example.

    Ticket is created.

    Ticket org is xxxxxxxxxx

    then

    Add internal note "PLEASE NOTE non standard process fro remote connection please ensure you follow this process.etc. etc. etc."

    This would bring it to the forefront on every single ticket that is created but this customer and far more visible to agents.

    Thanks

    Andrew

    1
  • Hartmut

    Hi Jake, thanks for the update.
    Is there a beta coming up?

    Regards,
    Hartmut

    1
  • Sean O'Hara

    Jake is there intent to do a private comment option as well? That would be actually 85% of what I need this for.

    3
  • Marcel van Toer

    I was looking for a similar solution, being able to add a private comment within a trigger would be most useful for us too.

    0
  • Dave Hannan

    +1 for wanting this a private comment.

    2
  • Jason Littrell

    Hey guys. If you're looking to add a comment, Phil Holcombe has a great workaround here:

    https://support.zendesk.com/hc/communities/public/posts/203164973-Adding-Comments-via-Triggers-and-Automations

    Adding on to his solution, I would suggest creating some kind of system notification user that you can use for the basic authentication (since the comments are private, you can get away with creating a light agent for this). The basic authentication user info is what is used for the comment author, so having an unambiguous user name let's your agents know which comments originated from triggers. If you have high security settings enabled, you should probably also use your API token by adding "/token" to the end of the username and entering your token code in the password field.

    Another note, whatever you type in the "Notify target" message field in your trigger or automation is what will be used for the comment:

    Hope this helps! Huge props to Phil for figuring this out and sharing with everyone. 

     

    5
  • Justin Hamilton

    Hi Jason, struggling a bit with this. Can you confirm that this is the correct URL format, or whether it's just an example that would need circumstantial edits (minus the changing of 'COMPANY' to the correct subdomain):

    https://COMPANY.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

    What level of security settings would require using the token as opposed to the standard password?

    Appreciate the share!

    • Justin
    0
  • Jason Littrell

    Hey Justin,

    That is the correct format, but if your Zendesk instance is host mapped, you may have to use that in place of "company.zendesk.com". Something like "support.yourcompany.com", for example. 

    The token code can be used at any level of security, I believe. You just have to enable it in your API settings. Go to Admin > Channels > API, then click "Enabled" next to "Token Access".

    You may also need to click "add new token" to generate one. 

    0
  • Paul Bridge

    Absolutely a great idea, particularly for CRM tasks. Great for putting hints in front of agents at the point of service.

    0
  • Nicole Infiesta

    It looks like the last post on this goes back a few months. We are new to Zendesk and have a very similar use case to @Andrew and it would be great to see this in the product.

    -1

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