Add Assignee Comment in Trigger Action

83 Comments

  • Jon Thorne

    +1...this would be really helpful for us

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  • Jay Hogan

    +1 for this as well.

    I have a use case where I'd like to add a public comment to a ticket in order to follow up with the requester asking for an update if the ticket has been in a Pending state for more than x business hours.  My proposed Automation would meet all the following conditions:

    - Ticket Status is Pending
    - Ticket Hours since update is greater than x
    - Ticket Tags does not contain "followup"

    And would perform these actions:

    - Add tag "followup"
    - Ticket Comment Mode is Public
    - Ticket Comment/Description would state something to the effect that 'this is an automated email, that we haven't heard back from them regarding this issue and to please advise in the coming days should they require anything further'

    The reason for the "followup" tag is that this would enable me to add a second Automation which checks for tickets in the Pending state for more than x days that contain this tag.  If met, the Automation could add a second public comment advising them that their ticket has been set to Solved due to a lack of response.

    I saw a previous post about how this could be accomplished via the API which I will investigate:
    https://support.zendesk.com/hc/en-us/community/topics/200132076-Community-Zendesk-API

    Please consider the ability to add a system user comment in a ticket via Automation.  This would enable my Support agents to only have to focus on new and open tickets knowing that ones set to pending will be automatically actioned.

    2
  • Phil Holcombe

    Hi Jay,

    You've probably seen it, but I made some progress on a workaround for this, that we use quite a bit ourselves.

    https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations.

    Phil @ Nexmo

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  • Szabolcs Szilagyi

    Hello everybody,

    I also vote for implementing this feature into Zendesk by nature, not to hack it from "outside" (no offence for author of "Adding Comments via Triggers and Automations", it is a great workaround anyway).

    I would also like to be notified when this feature will be implemented. 

    2
  • Phil Holcombe

    Szabolcs,

    No offence taken. I completely agree, it should be part of the product.

    Phil

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  • Jay Hogan

    I just created a Tips & Tricks article on how to Create automated public follow-up for tickets in a Pending state.

    0
  • Rebecca White

    Hi,


    This would also be very helpful to our team!  Triggers should be able to add comments.

    0
  • Daniel Mee

    +1 to this request, for exactly the use case specified here:

    https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations

     

    • We add a private comment to the ticket if there is information about the user or Organisation that the agent should be aware of. We were finding it too easy to miss those notes and detail fields unless it’s within the body of the comment. Seeing the information within the private comment means the agents never miss the info.
    • We add a public comment to the ticket for some automated notes to customers. That makes it easier for the agent to see that the customer has seen the comment.
    1
  • DanielWood

    We really need this feature. Currently I'm using an automation to notify users of pending issues. The email says they do not need to reply, but most of them do. The issue with this is that they are replying to the notification and there is no record of that in the comments, so unless you know there has been a notification sent it can be completely confusing as to what and why the user is replying at all.

    If we could add a comment rather than send a notification there would be a record of what is going on and any agent would be aware of what the end user is replying to. At the moment it's thoroughly confusing.

    But seeing as this issue has been open for the last 5 years I won't be holding my breath.

    2
  • Heather R

    +1

    Currently when a ticket is pending 5 days, the trigger sends an email to the customer and we configured it to send a copy to the assignee so everyone knows it happened. HOWEVER, you can't see that on the ticket unless you click "Show all events" which is not ideal.

    If we could configure the trigger to add a comment (we'd love the ability to select public or private) then the system would send an email PLUS record the content into the ticket itself. 

    Yes, we're using tags and views to track this. Yes we can press the "show all events" button, but when we go to do more complicated piggy-backed triggers, we get caught in a loop. It would be much better to rely on the native functionality of Zendesk - meaning we know if we make a private comment the customer won't see it. If we make a public comment, Zendesk shoots off an email. Much better!

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  • Erin Boyle

    Hi all,

    We're not very likely to add an "add comment" action to triggers. However, we very much want to improve the agent experience of understanding what notifications have been sent out, who has received those notifications, and the content of those notifications without needing to switch into All Events mode. We have had a lot of conversations about this, and while nothing is slated to start in the near future, this is an area we want to tackle.

    Best,
    Erin

    -2
  • Chris Ryland

    Eric, can you explain why you're against adding an add comment action to triggers, rather than just saying you're not?

    It seems like a lot of folks could really use this facility, and it doesn't seem radical in any way, so it'd be helpful if you could explain.

    0
  • Chris Ryland

    (Sorry, I meant Erin, not Eric. Fingers not responding well right now...)

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  • Erin Boyle

    Hi Chris,

    A long-time tenet of Zendesk is that all comments in the comment stream should be from humans and not machines. In other words, if a customer thinks they're having a conversation with a human, they should be having a conversation with a human. However, there is a clear problem (or two) to be solved, and we want to take the time to think about your use cases and come up with a solution tailored to those problems.

    While hijacking comments to be automated by a trigger is a solution, we do not think it is likely to be the right solution given the use cases. I understand that many of you will be frustrated by this—after all, you just need something that works. However, if we just built in any solution into our product each time customers needed something, I promise you you'd start to hate the product more and more over time.

    Best,
    Erin

    0
  • Andrew Checkley

    Personally were not trying to replace the human element, far from it. I'm only interested in private comment for agents.

     

    I have it running at the moment via the API but via a trigger would be better.

    Example:

    Customer creates a new ticket, instant private comment added for agent advising service plan and any restrictions placed on the account.

    Whilst this can be added with org fields or within notes they can be easily missed when busy. This methods pushes the information right into eyesight within the ticket timeline.

    Thanks

    Andrew 

    3
  • Daniel Mee

    >A long-time tenant of Zendesk is that all comments in the comment stream should be from humans and not machines. In other words, if a customer thinks they're having a conversation with a human, they should be having a conversation with a human.

    Worth noting that Zendesk allows (and even sets up by default) triggers that send automated emails to customers (e.g. notifying them that requests have been received). These just aren't logged as "comments" in the ticket. So it seems weird to me that the line would be drawn there, considering that it prevents automated emails from even being logged.

    2
  • Mayra Pacheco

    We are beginning to work on improving the agent experience with the comment stream and would love your input. The largest need I see arising from this thread is understanding what notifications have been sent out and the content of those notifications without needing to switch into All Events mode.

    Please fill out this form to give a bit more feedback regarding the comment stream and what events you'd like to see there: http://goto.zendesk.com/commentstream. I'll reach out to you if I have any follow up questions. Thanks!

    0
  • Matthew Free

    Rather than trying to find the lowest common denominator of all of your clients needs, why not make the the comment stream configurable by the client?  We could then easily select those pieces of information that we feel are important to us to be included in the stream.

    I also feel strongly that the ability to add a comment (internal in my case) based upon specific criteria would be very beneficial. e.g. when a particular tag is added an internal comment could be configured to serve as an alert/reminder/caution to any agent that reviews the ticket.

    0
  • Daniel Figueiredo

    +1

    Please allow us to add (internal) comments to tickets based on triggers.

    1
  • Saurabh Dadu

    +1

    Our internal ERP is connected to Zendesk through API's. We are looking for a solution that would let us trigger a macro or put in a pubic/ private comment comment through automation every time a certain variable is updated through an API.

    While I agree with Mayra's reasoning of the idea behind Zendesk is to improve human to human communication. In our scenario, its important for us to send an update to the customer as soon as we've actioned something in our ERP, so that customer can go ahead and use that information, without having to wait for an agent to check the ticket and email the customer.

    We find its critical for our business to have the capability to add a public/private comment either through automation or through a trigger. Not having this capability is negatively impacting the customer experience we like to deliver.

    2
  • Stephen Done

    Erin,

    I think we need a better explanation as to why Zendesk feel that it is ok to send an automated email, but unacceptable to add an automated comment.

    In our scenario, our webstore creates a ticket in Zendesk each time a customer buys a product that needs shipping. We want to send them an automated comment that gives them some useful URLs to visit relating to their purchase. I am sure you see that this type of information is a common thing that you might want to send a new customer when they buy something. So understandably from my perspective, it seems like complete madness that we are unable to convey this information from within the Zendesk framework and instead have to send a disjoint email that cannot by seen by the agents subsequently serving the customer.

    You, I and everyone on this thread know that this is an easy feature for you to add. And it won't wreck the user interface, as it's only an additional option in a single drop down list.

    Perhaps it is time you updated your tenets (not tenants!) to be a little more flexible and a little less imposed upon us. After all, whilst the architecture of your products is your concern, how your customers choose to use it is surely theirs.

    Stephen Done

    3
  • Mike Martello

    It doesn't seem to be against these tenets to have a private comment be applied by a trigger. No update is sent to the end-user, so there's no trickery there. And if it's a macro, it can add tags and set fields... An "Apply Macro" function was something you were testing at one time. Please bring it back!

    1
  • Donato Dileo

    I know that some zendesk Instances have it. How can we have "Apply a macro" function in our Zendesk?

    0
  • Robin Dublon

    We really need this ability to add comment onto a ticket via Trigger as that means that we can unbiasly send out Csats easily via much more accessible Macros.

    Also as we don't use emails, and this way we can have a public and private comment.

    This will also save time on many of our other interactions through Zendesk.

    0
  • Matt Palmer

    this would be great to have instead of some hacky workaround

    0
  • Matt Savage

    While I don't mind the workaround itself, it's not especially user-friendly to less technical users looking to get setup with this functionality.

    More importantly, Zendesk's focus is on providing great customer experiences.  I understand Zendesk's philosophy of having a 'human touch', but I think that mantra is flawed.  IMO, a great customer experience entails providing the information customers want in a timely manner.  As applications become more interconnected, support must move beyond the classical B2C paradigm.  A driving reason many commenters want to automate messages is for interoperability between systems; when updates are pushed from an external source to Zendesk, often the best customer experience entails automating that update from A -> B -> C.  The only differences between automating a comment of this nature vs. having an agent send a macro with the exact content are time (immediate vs. delayed) and consistency.  With that in mind, I would respectfully disagree that the best experience is necessarily human-to-human.

    Another unfortunate consequence of this workaround is the double-dipping on your API usage: once for the initial ticket creation, then another for a trigger to notify your comment target.  Depending on the volume of requests going through this process, this ranges from minor inconvenience to complete performance bottleneck.  This limitation prevents a Zendesk admin from reasonably decoupling external API requests form internal Zendesk triggers.  I'll go into this in more detail in a separate post in the future, but my preference would be to allow Zendesk API to intake relatively simple API requests, then transform them into more robust tickets (subject, comments, setting fields, groups, assignee, ticket types, etc.) via triggers.  

    Related Note: Ability to set ticket subject & apply macro(s) should be coupled w/ posting the comment via trigger.  More generally, it's very frustrating that certain ticket attributes can only be selected/modified in certain places; consistency across triggers/automations/macros/views/search would allow admins to chain these events together for incredibly powerful business logic.

    0
  • Jim Stratton

    I just came to these forums to get instructions on adding a comment via a trigger or automation.  Why am I not surprised that it's yet another example of a simple feature that was first requested over SIX YEARS AGO but that Zendesk has made (apparently) no progress on implementing it...

    (I will look into the suggested workarounds - thank you, authors of those!)

     

    Jim

     

     

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  • Simon Karlskov

    Come on guys, I just want to be able to add a private comment to a ticket through a trigger.

    I don't want to hack around with zendesk and the API I just want it to work!

    Please listen to you customers and either give us a proper answer or make the feature.

    0
  • Phil Holcombe

    Zendesk - can you explain why this hasn't been implemented?

    For example:

    • Prioritisation: You don't think this is important enough (not enough customers have requested it ).
    • Difficulty: You think it's important enough, so you'd like to do it, but it would have implications to the overall service that may not be obvious to us customers. 
    • Appropriate: You're making decisions for us about how to best serve our customers and you think we're wrong to ask. I don't imagine it's this.

    Phil

    0
  • Alan Jiménez

    A 2 or 3 year old comment from a Zendesk'er hints that this might be on its way, and how it would be done.

    Are you even considering this feature anymore? or is it completely dropped?

    Do you understand that customers get frustrated with this sort of requests / threads?

    0

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