Feature Request: Triggers - Action: Add Internal Note as a trigger action

Hi Folks - PM for triggers here. I know this is an old post but I wanted to update this group that we just recently launched auto reply and internal note actions in triggers. Here is the announcement!

Lack of movement on this thread is disappointing. +1000000 to needing this feature.

Nina Olding

I saw your post for a moment but now I cannot see it. 

Once it shows up again, can you please mark it as an official response?

Sometimes, it is quite hard to find the official Zendesk response in all of the comments. 

Nina Olding: Thanks for the update and transparency here. Current workarounds have disclaimers as non-supported implementations -should we understand that Zendesk intends to support the workarounds, now? 

Nicole - Community Manager

Can we get a Zendesk 2020 update on this?

Last night I was able to implement the suggestions in this article (and others) and I am able to add either a public or a private comment using the trigger.  

My case was on where during a process one of the fields was either not entered or entered incorrectly.  The note reminds the user to enter the field correctly and explains what to do.  

As suggested previously all I had to do was add a Target in the Extensions panel and then create my triggers.  

Try the recommendations here.  They work.  The most difficult thing for me was to figure out how to enter a private note.  When you create the Target url use the following:

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

I was very pleased and it was not very hard.  DISCLAIMER:  As said before, Zendesk does not encourage people to do this types of implementations as they may cause other issues.  

Is that thing still not ok ? 

I was even thinking that it was possible into the past but seems im wrong. 

+1. This solves a lot of problems for me.

Have to agree with Jon here. A feature requested so many times for SO LONG and while "listening", they just keep asking the same questions for "feedback" over and over, even though it should be absolutely clear that this is a great feature.

The Notes on the Account Page are USELESS. Maybe move them to some location where they actually make a difference to the people handle cases. Or give us the option to present this information somewhere where it matters. Salesforce easily lets you do this on a header you can hide from cases.