Add Assignee Comment in Trigger Action

87 Comments

  • Aleksandar Novkovic
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    This is also highly valuable for Problem + Incident type ticket management.

    I have created a new article with my case scenario that you can see

    https://support.zendesk.com/hc/en-us/community/posts/115006901787-Add-Public-Comment-in-Trigger-Action-for-Problem-Tickets-linked-to-JIRA-

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  • Eva Schaller
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    +1 to this feature, for adding private or public comments 

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  • Alex McFarlane
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    +1 to this

    We add a lot of comments to tickets via the API - we have to automate parts of our service process, and Zendesk wouldn't be a feasible product for us if we couldn't do this.

    However API calls are less reliable than trigger actions (I think 1-2% don't seem to 'arrive') and it would be a lot more convenient if less technical colleagues could maintain triggers because they weren't full of JSON.  

    It would also give people more confidence in Zendesk as a product.  At the moment we are forced into doing something slightly unreliable.

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  • Rob Baker
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    +1 This happened to us today.  We created an automation to work very similarly to Zendesk Support's own follow-up mechanisms for aging Pending tickets.  The automated email went out to 600 tickets that had been in a Pending state for longer than 24 business hours.  We got a flurry of responses back that appeared to be completely disconnected because the communication was not visible in the internal ticket comments.  Silly really.  And since answerbot has been introduced, this is not just about human-to-human interactions and longstanding design mantras.  It really is about creating a Customer-specific support interaction life cycle--one where all of those touchpoints should be logged (or be allowed to be logged verbatim).

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  • Rob Baker
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    Update, when I tried the workaround using the API, and a test trigger, I hit the race condition issue described here - https://support.zendesk.com/hc/en-us/articles/234658247-DO-NOT-use-a-trigger-and-a-target-to-update-tickets .  I suspect there is a lower risk when this is done through an automation, but the trick to having the trigger check for the existence of a tag did not work at all.  There were like 30+ duplicate comment updates that made their way in to the ticket.

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  • Sore
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    +1 for internal comment to be done via trigger.

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  • Rebecca White
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    +1 Need to be able to make an internal comment via a trigger.

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  • Nicole - Community Manager
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    Hey Sore and Rebecca - 

    Please be sure to use the arrow buttons on the first post to up vote the topic to express your "+1'. 

    Also if you can share any additional details or examples about how this comes up in your workflow, how frequently, and why any existing solutions do not work, that information is most helpful to our product teams in understanding the problems behind the request. 

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  • Matt Savage
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    @Nicole - I've posted on this this upstream in the thread and after reading through more comments the common themes seem to be:

    1. Many of us have (semi)automated workflows we'd like to implement more effectively
    2. Native trigger rules are simpler & more reliable than API/target hacks to post public/private comments
    3. API hacks = unnecessary API volume, so these comments are used more conservatively than many would like to apply them
    4. Email notifications from triggers don't appear in the comment log- thus, they're hard for agents to track and provide a very disconnected experience in the ongoing dialogue
    5. Inconsistency between which fields/values can be set by macros/triggers/automations is frustrating

    I feel that ZD's prior resistance to automated responses, particularly in light of the AnswerBot feature, is misplaced.  What we want is the ability to customize our workflows towards the needs of our own customers.  In many cases, automating event-based comments effectively communicates updates while removing the manual burden of having to send out macros at the same regular intervals.

    To #3 above- I already hit the API for helpful comments in easily 10+ processes; some external for customers, some internal to provide agents w/ extra context for automated ticket events (e.g. "this ticket reopened because of [ABC]; your next step in the process is: [XYZ]").  I guarantee I'd be implementing pointers like that all over the place if I wasn't worried about the additional API load. 

    As systems become more complex, providing extra clues & contextual instructions is extremely valuable if you want agents to spend their time efficiently in Zendesk, rather than consulting external wiki/KB systems for advice on the next steps.  The extra effort when creating triggers/automations pays off quite well if you're designing a process that will run hundreds of times in the future.  Think of all the potential applications:

    Agents

    • Why did this ticket get escalated/transferred here?
    • What should I do with this request?
    • What special considerations might this ticket have (user, org, etc.)?

    Customers

    • What's the status of this request (proactively answered)?
    • What can I do in the interim?

    Admins

    • How can I remove manual effort of sending contextual, event-based updates?
    • How can I better educate system users on how to proceed?
    • What can I do to make pre-defined processes more explicit?
    • What system information should I make more relevant or draw attention to?

    That's just the tip of the iceberg.  When comments can be automated from triggers/automations, they can effectively be chained into external services (your company's custom software, salesforce, pagerduty, mail campaigns, etc.) and eventually into other campaign tools (i.e. Outbound) to provide a much more robust user experience that's programmatically designed to manage timelines, lifecycles, and expected events seamlessly.

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  • Jonathan
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    +1 on this request !

    My use case is the following : When the customer make a bad satisfaction rating, I want to open the ticket and put a private note to the ticket to make it clear for my agents that the customer is not satisfied and the ticket has been re-opened to check what's going on

    I will try the workaround proposed more than 2 years ago. But I really don't understand why Zendesk don't propose this!

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  • Julien
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    HI Zd team,

    I need, cause of a new product, to add a private comment for our agent so they don't forget to add CC and use a macro.

    I mean I can do that using a trigger. But in the fact is not possible. Under action I don't found comment or description like in macros. So I searched on the forum cause I'm sure that I'm not the only one who need a such ability.

    And what was my surprise when I found this post open since... 2011!!!???!!! Since 6 years are people asking to have the possibility to add a public/private comment using a trigger in a request and is still not implemented.

    My sensation is that ZD will NEVER implement this. Otherwise this option were available since 3-4 years.

    I found it's really annoying that so logical function are not implemented even after 6 years of users requesting that.

     

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  • Nicole - Community Manager
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    Hi Julien, 

    Thanks for the feedback. We always appreciate our users' participation here and read everything that comes in. 

    As Erin, who was the product manager at the time, said in her response in 2016, "We're not very likely to add an "add comment" action to triggers... A long-time tenet of Zendesk is that all comments in the comment stream should be from humans and not machines." In other words, The OP's request doesn't fit with Zendesk's vision for the product, which is why it hasn't been built. 

    That doesn't mean we don't want to solve the problem, it just means that we'll be looking for a different way to solve it. As Mayra, who is the current product manager for this area, said in her comment, we are looking at ways we can improve the agent experience with the comment stream. Hopefully, we will be able to find another way to approach some of the challenges and business cases presented in this discussion thread. 

    As for the longevity of the thread, we're aware that communication in the Product Feedback topic hasn't always been as good as it could be, and we're currently implementing new processes around how we run this topic to improve frequency and transparency of communication. 

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  • Julien
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    Hi Nicole,

    Thanks for the answer. For me the idea was to write private comment for the other agents to don't forget to add people as CC (it's can't be automated for non-agent) and as a private comment is in a yellow box, the agent can't forgot it.

    Now we have to pray that no one forgive to use the existing macros....

     

    You write: A long-time tenet of Zendesk is that all comments in the comment stream should be from humans and not machines.

    Hum... we do some automated answer with a notify requester option. The message was write from a human but it's sent automatically and the best with that is the consistency of our communication, no regards on who's agent is working on the ticket.

    A solution is to limit the comment as only private comment. Or a agent remark that isn't shown in the comment area but beside in a red square or something like this. As ZD wants.

    Best regards
    Julien

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  • Jennifer Zou
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    +1

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  • Ashish Jain
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    Good Customer service can only be provided when the agent is well informed. With growing businesses and the complexities that come with it, the best possible way to help the agent is to provide them information upfront then a ticket comes in. 

    Now with Zendesk, the only way people think it is possible is via adding and internal note with relevant information that the Agent would need. 

    I don't understand why Zendesk does not want to allow adding an internal note, which the customer cannot even see. But allows the work around of adding it via the target >> API route. Doesn't it beat the purpose of "NOT" allowing this feature?

    Something Zendesk should seriously consider.

    Not happy.

    If this is something that cannot be done/or you dont want to do, you should considering building an app that can add an internal note based on the brand that the ticket has come into.

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  • Stephen Done
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    The likelihood of this being implemented vs the amount of time I spend reading further reasonable requests from customers has reached the point where I will unsubscribe. I still have the requirement, but have officially lost interest now.

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  • Paul de Boer
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    It's very frustrating that this is not possible!! There is no way that Zendesk gives a clear and honest answer why this can't be done. 

    I need this functionality since we disabled ALL communication via e-mail and only want to communicate via the helpdesk portal. Hence the need for comment triggers.

    1. If there is a conflict in code as you guys describe (race of conditions) than that's poor web development on your side.
    2. It has been said that Zendesk does not want to give automated comments. This is in total contradiction with having an answer bot function enabled for us and having triggers for e-mailnotifications.

    Stop giving excuses and fix the problem. Zendesk could be so much more smarter with this functionality

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  • Ethan Walfish
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    "A long-time tenet of Zendesk is that all comments in the comment stream should be from humans and not machines."

    I'm a bit frustrated by this, as well.  I want everyone to be able to work via either their email or via Zendesk entirely.  I have automation that triggers 5 days after a ticket that has been put into "on-hold" or on an agent configurable "follow up date."  I can set the status of the ticket to open and send an email but I'm unable to add context to a ticket that indicated why it's been made open.  Anyone working entirely within Zendesk needs to review the activity stream to see why it's active or cross reference with their email.  This is a pretty poor user experience.

    I think it's good to be decisive and have strong opnions but I think these need to be re-evaluated regularly with new information and understanding.  I believe the above statement was a reasonable decision a few years ago and should now be re-evaluated.

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  • Nicole - Community Manager
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    Hi Ethan - 

    I checked in with the current product manager about this. Her response was that she's open to revisiting the question, however this is not an area of the product that has been prioritized for development and all of our resources are working on other improvements. So exploring the question of whether or not this is functionality we should change is on the backlog, but it's not an area of focus for us for the foreseeable future. 

    -1
  • Chris Ryland
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    It sure seems like ZD is now focused on other, newer part of the product line, and the basic ticketing system is languishing for attention. Nothing obvious has improved lately.

    Does ZD really intend to improve ticketing, or just put it out to pasture and milk it for all its worth?

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  • Nicole - Community Manager
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    HI Chris - 

    We've been developing some major improvements in ticketing in the areas of CC's and the agent interface. Business rules have not been an area of focus this year, but the ticketing system has always been and remains the core of our product and will continue to receive improvements on an ongoing basis. 

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  • Ethan Walfish
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    Nicole, can you share any details on the enhancements to CC's?

    Thank you,
    Ethan

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  • Nicole - Community Manager
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    Hi Ethan -

    You can check out the info on the CC's and Followers LA for more info. Additional documentation will be available once it's been rolled out for general availability.

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    Update 6/13/19: CC's and Followers has now become generally available. Information can be found on the CC's and Followers resources page. 

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  • Marcus Spedding
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    I can't believe this simple feature is not available. 

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  • Celia Johnson
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    @Nicole - That link is dead, can you provide a working one?

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  • Nicole - Community Manager
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    Hi Marcus and Celia - 

    CC's and Followers is now generally available. Here are the CC's and Followers resources in the knowledge base. 

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  • masood jahanbakhshi
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    HI nicole

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