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Can I force internal notes for a specific workflow?

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David Rachamim

Posted Oct 11, 2022

Hi, 

I would like to create a new workflow when an agent creates a new ticket from a predefined form (visible only for agents).

As the agent has to fill in the user's details - I would like to ensure no public comment is triggered along the ticket lifecycle.

I noticed this article, but unfortunately, it doesn't answer our need as it changes all tickets settings

Can I force internal notes only for a specific form?

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    Nicole Saunders

    Zendesk Community Manager

    Hi David,

    As Ahmed suggested (thanks for answering, Ahmed!) a macro will be the best way to accomplish this. The triggers that automate things in the ticketing system do not enable automated internal notes. 

    There is an existing feature request for this functionality that you can up vote and add your voice to, though I'll note it's not currently on the roadmap: 

    Feature request: Triggers - Action:  Add Internal Note as Trigger Action


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