Feature Request: Triggers - Action: Add Internal Note as a trigger action
Completed
Posted Mar 28, 2016
Triggers have lots of Actions, but those don't include the ability to add an Internal Note. In some instances, if a case meets certain conditions, adding an Internal Note (with pre-fab text like a macro) would be really helpful.
For example, if an Account Manager submits a case without the client on thread. An automated note could be posted to tell them to add the customer, instead of support manually sending a response.
An internal note could also remind the Agent of something (for example to timebox a case based on tier or to switch the Requester to the customer instead of internal contact).
Right now there is no way to automatically add a text string as part of a Trigger.
199
60
60 comments
Maurits Vos
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.
0
John Lundgren
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?
2
Aaron Olson
Thanks Graeme that is a good workaround but with other trigger and events that can get cumbersome.
1
ZZ Graeme Carmichael
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.
3
Aaron Olson
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.
2
Pierre Grenier
Hello everyone,
We actually tried to develop this feature in our Zendesk Support product. The creation of a ticket comment (note or public) will make your triggers start again (so while triggers are running, we restart all the triggers again... this leads to what engineers call a race condition). In fact, during our testing phase, we discovered that we may convert trigger-based private notes in public comments... which would break all trust you have in Zendesk.
Instead of developing that specific feature, we would like to understand why you need this feature (because there are probably better ways to address your underlying issues)
From having talked to customers and read this thread, we know that automatically posting a comment (note or public) solve any of the following issues:
1- Explain to other agents/admins why a ticket was silently solved/closed
2- Provide the agents with an easy way to see in the ticket audit trail what workflow-based message the end-user has received
3- Provide a troubleshooting notes for the agent who will next be assigned to the ticket (i.e. "hey this ticket is about XYZ and you want to be mindful about A, B, or C”)… something that Satia, Eric Paul, Gary Jackson, Patrick Harland-Lee, Vijayendra…
4- Send an app notification to an agent (instead of just an email notification) that a ticket needs attention… something outlined by Lucy
5- Send a notification to the people CCed on a ticket when you solve a ticket without adding any public comment.
Would you please let us know why you need this feature (feel free to add other reasons not listed in #1-5) and also the impact it has on your team?
-3
Laura
+1 for this feature. Thanks!
1
Heather Rommel
We wish we could do this natively but found the Target workaround very helpful as Graeme mentioned above:
Link removed by the Zendesk Community Team. Post has been archived due to outdated information.
-6
Chris Ryan
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.
3
Rick Nelson
Same need here
2
Post is closed for comments.