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

+1 Same need. Thank you.

+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.

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

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

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

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!

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.

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

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

Satia

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

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