Triggers - Action: Add Internal Note as a trigger action

43 Comments

  • Erin Boyle
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    Hi Satia,

    It sounds like you're mainly trying to assist agents with next steps, is that correct? Just want to make sure I understand your use case. We don't have any plans to add the ability to add comments via triggers, but we are interested in exploring the problem space of additional, automated guidance for agents.

    Best,
    Erin

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  • Jamie Danjoint
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    This has been stated by others, but getting in on this vote:

    • 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.

    Life in Software Support is insanely busy and you're going a million miles an hour. Relying on an Agent to go to the Organization tab to view important details about a client or rely on seeing the slew of tags that get added to the case just isn't feasible.

    We store very important information on the org tab (ex: who has permission to request and approve configuration changes to their applications) that is easily overlooked. Please, please, please think outside the box on how we can get this accomplished. 

    THANK YOU!

    3
  • Corey Gould
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    I would also love to be able to do this for a few reasons. 

    1. I have an automation that looks for "On Hold" tickets that have not been updated in 48hrs and changes the status to "Open". The intent here is to force a review/followup from my team members with the appropriate party so we if any resolution has been made. I would like the automation to add a private note to the effect of "This ticket was automatically reopened due to..." so the agent can quickly identify the reason without having to click through to events and then need to understand how events work. I want to keep it as simple and inline as possible. 

    2. I have a trigger that will change (via URL target) the Reply From address, so that I can force one support address per group. However, this interferes with the "Notify Requester of Received Request Trigger" sometimes along with other issues that have been brought up on the forums related to this. I would really like to be able to just assign a specific support address to each group natively so that, no matter what, replies send from a "Support" group come from support@, Technical Service from tech@, etc. regardless of what address the customer actually send to. 

    3. Similarly to item 1, I have an trigger that looks for replies/updates to side conversations and reopens the ticket, again to force a review of it. (Because the system notifications are inadequate and really easy to miss). So I would be using this to add a private comment to the effect of "This ticket has been reopened because a side conversation has been updated".

    Lastly, a lot of the comment here refer to a helpful instructional guide for using URL targets to do this, but the link https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations is no longer available and I would really like to see the instructions that have been seen by others as an effective workaround. 

     

     

    To change the reply from address in #2 I have a HTTP JSON PUT target set up called "Update Zendesk Ticket".  On the trigger, I use the action Notify Target with a JSON Body of {"ticket": {"recipient": "email@domain"}}

    What would the JSON Body code be to create a new private note? I imagine something to the effect of replacing "recipient with the correct attribute name.

     

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  • Satia Stevens
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    Hi Erin,

    Thanks for following up. Reading through the threads, it seems we have the same use case as was stated by other customers: 

    • 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.

    For our second use case, being able to add an internal note via trigger would speed up response time. For example, an account manager submits an inquiry without the customer on thread. A trigger could populate an internal note reminding them that the customer must be included for reporting purposes. The account manager updates the ticket, and then the support agent responds. 

    Currently there is a manual exchange between the agent and account manager, which wastes time. 

    Thanks,

    Satia

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  • Eric Paul
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    We have a similar need.  Our current need is that customers have certain requests or requirements that are unique to them in how we support them.  For example, when we test in their instance we have to test with a certain population, etc.  These unique requirements are very difficult to manage and are easily missed when in a notes field on the organization, but if we could have the internal note put this information right in front of our agents it would greatly improve our ability to support effectively and accurately according to our customers requirements, thus improving customer satisfaction and reducing escalations and angry calls to our customer managers.

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  • Gary Jackson
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    +1 on this!  Would love to be able to add an internal note depending on the "Organization" name.

    1
  • Aaron O.
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    This would be a great feature, I sent out automated message to customers to help keep tickets moving that have been in pending status at 2 and on the 4th  day. I would like to make a note in the case letting the agent know that the system performed a custom action so they do not duplicate the message and on the 5th day they can resolve the case. 

    Right now there is no way for the agent to know in the case that the system performed any action. 

    1
  • John L.
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    I would also like to have this feature within Zendesk.  We send automated followups every few days and it would be nice to be able to track them in the ticket (date/time sent) with an internal only update.  We also have other automatic updates that happen as well and again it would be great to be able to have an internal update to the ticket stating "Hey, this automation happened".

    I understand that this could be done via a manual update to the ticket, but doesn't that kind of defeat the purpose of an automation altogether?

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  • Graeme Carmichael
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    David

    Under Settings>Extensions, it looks like you have selected an HTTP target. The article uses a URL target.

    I should say that these techniques to update tickets can be very useful but are discouraged by Zendesk. They can create race conditions that may lead to problems.

    Hope that helps,

    1
  • Graeme Carmichael
    Comment actions Permalink

    Satia

    While comments cannot be added as part of the built in trigger actions, you can use a target. See Phil's tip here:

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

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  • Lucie Debouver
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    Hello!

     

    We also have a similar request. Right now, we use automations to send agents an email as a reminder that a ticket has been untouched for a certain amount of time and that action is required. Ideally, the support agent does not have to check their email to stay on top of their Zendesk queues. An internal note would cause a Zendesk app notification to go out. This is the main reason why this would be helpful for us. 

     

    Thanks!

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  • Vijayendra
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    Any update on this? I would like the agents not to miss out any important information for the client

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  • Ricardo Camarena
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    We are also looking for this functionality. Would love to hear if and when this would be implemented

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  • Patrick Harland-Lee
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    +1 for this, we need a way to notify the agent that there's something about the organization that separates the workflow of all tickets coming in from them compared to other organizations.

    Though I wouldn't mind if there was some other way to do this (say, highlighting the Organization button in the top-left of the ticket).

    I would prefer this wasn't an app, because often our agents will hide the apps bar because they work on laptops and it takes up too much screen real estate.

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  • Bruno Roy Contancin
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    +1 Same need. Thank you.

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  • Rick
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    Same need here

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  • Chris Ryan
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    The comments from Zendesk staff about this feature request are pretty hard to believe! 

    "No plans to support this feature" , etc.  

    Clearly a feature to allow actions to update an internal comment as a part of a trigger is in demand based on the existence of multiple threads with users scrambling to configure their own setup through the API as well as requesting this feature. 

    What is even more interesting is some of these threads have been around for a long time with inter-linking between mostly dead-end, unhelpful threads that pertain to this issue. 

    Please Zendesk help support the needs of your clients by adding this feature formally and rolling it our to our accounts.  

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  • Heather Rommel
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    We wish we could do this natively but found the Target workaround very helpful as Graeme mentioned above:

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

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  • Laura
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    +1 for this feature.  Thanks!

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  • Graeme Carmichael
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    Aaron

    Just in case you are not aware. When looking at a ticket, changing the drop down from 'Conversation' to 'Events' will display all the actions taken on a ticket including triggers and automations.

    This allows Agents to check for system performed actions.

    But I totally agree that allowing an internal comment would allow greater visibility to these important actions.

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  • Aaron O.
    Comment actions Permalink

    Thanks Graeme that is a good workaround but with other trigger and events that can get cumbersome. 

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  • Maurits Vos
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    Hi,

    Just stepping in here.

     

    Our use case for this feature would be that we have different SOP's for some customers. We ship spare parts internationally and sometimes we need to make sure that certain documents are prepared for customs purposes or that there is a specific setting in the order that needs to be taken into account before the order is submitted in the system. Forgetting to do so may have financial implications for our/the customers' business 

     

    We do take notes in the user/organization profile and use the "user date" app to remind our agents, though an internal comment or similar feature would be a better safety measure in our case.

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  • Nicole - Community Manager
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    Thanks for the details, Maurits. 

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  • Håkon Kippernes
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    We have a case where the data from users in the ticket forms are editable by agents. Since we only have 8-10 employees most of us are admins for convenience. We therefore need a copy of the ticket fields added as text in the ticket for documentation purposes. A trigger with placeholders that spits out a comment with all the information added in the ticket form is needed for us to use the ticket forms at all for the brand.

     

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  • Andrea Brown
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    Our use case is that we share a lot of tickets between our various Zendesk accounts (still using the Hub and Spoke over here), and we need the user's email address to appear in the ticket in the Hub. Because it doesn't come as part of the ticket, we want to have it as an internal comment. In our case, our agents can't help our customers without their email address about 90% of the time - so we'd take the email address any way it comes over, but we definitely need it.

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  • Vladan Jovic
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    Huh, my clients really need this pretty basic feature :/ 

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  • Jimmy Rufo
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    My Use Case:

    I'm testing the side conversation feature in the Collaboration Add-On.  When I send a side conversation to an escalation resource, I'd like to trigger an internal note to the assignee and/or the ticket group for the ticket in question, for awareness that an escalation happened and what the question was.  A reply back from the side conversation recipient would also ideally create an internal note for ticket continuity and transparency.

    Right now, triggers for email can take place with replies to side conversation, but there doesn't appear to make the comment private.

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  • Juz
    Comment actions Permalink

    This is a really basic feature. Our support agents need to have all info shown to them straight up in the one screen.

    For emails from some domains, or with particular subject lines, there's a standard set of things that we need to remember or refer to.
    We therefore want tickets from those customers to get a text automatically copied in as a comment into the ticket.

    There is the workaround at https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations%C2%A0 which goes most of the way. However the slightly reproving tone from the Community Manager's comment there is not helpful. 

    The explanation of a race condition given above also seems somewhat out of place. Other ticketing systems manage to provide this function, so it's not a far-fetched or computationally impossible feature request.

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Juz - 

    Thanks for the feedback. Improvements to business rules are on hold at the moment while the development team works out what is on the roadmap for Support in 2019. But we have flagged this for review once work on business rules is reopened. 

     

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  • Peter P
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    +1 automatic internal comments would improve efficiency and productivity allowing the agent to check customer info at first sight and/or following basic instructions to handle that case.

    The use of the User Panel to leave notes results in a very confusing, not intuitive and easy-to-miss workflow. Besides, agent may shrink the panel! i.e. bye-bye info!

    Thanks

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