Add Assignee Comment in Trigger Action

87 Comments

  • Tom Bennett
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    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
  • Jason Littrell
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    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
  • Sean O'Hara
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    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
  • Sean O'Hara
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    Jake is there intent to do a private comment option as well? That would be actually 85% of what I need this for.

    3
  • Andrew Checkley
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    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
  • Stephen Done
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    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
  • Peter Griffith
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    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
  • Jake Holman
    Comment actions Permalink

    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
  • Dave Hannan
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    +1 for wanting this a private comment.

    2
  • Jay Hogan
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    +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
  • Szabolcs Szilagyi
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    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
  • DanielWood
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    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
  • Daniel Mee
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    >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
  • Saurabh Dadu
    Comment actions Permalink

    +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
  • Intekhab Hussain
    Comment actions Permalink

    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
  • Shaun Wilders
    Comment actions Permalink

    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
  • Andrew Checkley
    Comment actions Permalink

    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
  • Jeff Austin
    Comment actions Permalink

    +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
  • Andrew Checkley
    Comment actions Permalink

    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
    Comment actions Permalink

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

    Regards,
    Hartmut

    1
  • Daniel Mee
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    +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
  • Daniel Figueiredo
    Comment actions Permalink

    +1

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

    1
  • Mike Martello
    Comment actions Permalink

    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
  • Eva Schaller
    Comment actions Permalink

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

    1
  • 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.

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

    1
  • 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.

    1
  • 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.

     

    1
  • Ashish Jain
    Comment actions Permalink

    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.

    1
  • 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.

    1

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