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Automatically perform "Make this comment an internal note" action on new tickets?

Answered
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Nikki Mier

Posted Dec 10, 2023

Hi ZD community!

Our website automatically creates tickets in our system when guest complete a function on their check in form.

Currently - the new ticket is created with the content as a public comment.

Is there any way a trigger / automation can be made for the system to recognize when these tickets come in (which can be done by unique identifiers I already have in place) and then do the "Make this comment an internal note" action that lives under the "Events" drop down?

This way - when our agent replies - they will not see this original system generated content.

Thank you!

:)

 

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    Mike DR

    Zendesk Customer Care

    Hi Nikki!
     
    We currently have a product feedback going on for this request: Add internal notes as part of ZD automation
     
    You can create a webhook and use a trigger for it to work:
     
    URL endpoint would be tradewindes.zendesk.com/api/v2/tickets/12172888
     
    Then you can use this JSON sample to set your message as an internal note:
     
    {
    "ticket": {
    "comment": {
    "html_body": "This is an internal comment",
    "public": false
    }
    }
    }

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