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Feature Request: Automatic Conversion of User Comments to Internal Notes through Triggers
Posted Apr 02, 2023
We would like to request a feature that allows for the automatic conversion of user comments to internal notes through the use of triggers.
Currently, we are only able to manually convert comments to internal notes, which can be time-consuming and result in human error. By implementing this new feature, we would be able to set up triggers that would automatically convert comments to internal notes based on certain conditions, such as keywords or tags.
The main gain of this feature is to save time because if certain requests are converted with such a feature, we can add auto-replies as triggers for them and save a lot of time. Currently, reports contain internal info and we have to manually convert it to internal note and then reply. This new feature would greatly improve our workflow and efficiency, as well as reduce the risk of errors or oversight.
We believe that this feature would be useful to many Zendesk users and greatly appreciate your consideration.
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4 comments
Official
Bailey Whitaker-Lea
Hi Jennifer Lockwood thanks for sharing your use case. It is great to hear from you what you need to continue to improve your automated workflows. While this isn't currently on our roadmap, I've captured this in our feedback tool for future prioritization.
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Jennifer Lockwood
I also found a similar request from March 28, 2016
Feature Request: Triggers - Action: Add Internal Note as a trigger action
The feature described in the post seems to be useful, however, to avoid any confusion, we do not ask to automatically add a note but to convert a user's initial comment.
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Anna Valdez
We need this as well! Thank you Jennifer Lockwood for posting!
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Dylan Saunders
This would be an excellent feature for our organization. We get employees accidentally sending a pre-populated reminder note (which is supposed to be deleted before submitting a change or reply on a ticket) quite frequently. This would allow us to match that string to eliminate human error of sending what's supposed to be an internal note
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