Feature request: Triggers and automations to allow action = Add internal note

I am utterly thrilled to see this feature rolling out. I will making use of it from the day it becomes available! 

I am very excited. 

Right on Joel!

Glad you folks finally got the work done, looking forward to use the feature as soon as it's available!

Hi Sydney - sure thing! Here is the link. 

7256536364954 Is there an announcement around this change? This is something we are eagerly awaiting and didn't see one come out aside from your comment

Hi Folks - a quick update, we are starting to roll this out today, and plan to have it fully rolled out by February 12th, so all customers will have access to the feature at least by the 12th. We will be sending out some announcements shortly. 

Thank you all for your patience. 

We’re now ⅓ of the way into Q1 and I think it’s fair to ask when we can expect to have the private comment trigger feature back in place? Please?

 

It's extremely disappointing that Zendesk made the decision to remove this basic functionality and gate it behind the AI package in the first place. While I appreciate that it will be corrected, it's decisions like this that erode my trust in Zendesk being a viable platform for my team long term.

Hey 1263213591349 —

Yeah, it’s kind of buried, but if you look up at 7256536364954’s Comment on Jan 7, you’ll see this—

Hi All - I wanted to provide an update on this. Based on all your feedback, we are removing the add internal notes and public reply trigger actions from the Advanced AI add on and making it available for all customers. We hope to do this sometime in Q1. Thank you all for the valuable feedback, please keep it coming!

7845297062682 , have I missed an update on this - has the decision been reversed? Has this been communicated somewhere? Thanks

I echo all the feedback in this thread and many others; it's basic functionality that shouldn't be kept behind the paywall of AI.

I simply want to add an internal note to the ticket for the agents if they attempt to solve a ticket whilst a particular tag still exists. I've had to resort to creating a trigger that if the tag still exists and the agent submits the ticket as solved, the trigger will automatically place the ticket on ‘Open’ status instead.

Having the note 'Please ensure you complete/close the callback" as an internal note will save unnecessary escalation to management.