Recent searches


No recent searches

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



Posted Oct 03, 2024

Following on from https://support.zendesk.com/hc/en-us/articles/6191477770906-Recipe-Adding-comments-and-notes-to-tickets-using-triggers

It appears the ability to have the trigger/automation action to add an internal note is not available, unless AI add-on is purchased or via webhooks.
We would like this simple action to be available to all, and not limited to above please?


42

32

32 comments

image avatar

Shawna James

Community Product Feedback Specialist

Hey Ian,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

1


Going to copy my comment from that other thread to drive the point home. I will stress that I'm a HUGE fan of ZD and appreciate that the team does read these ;) That being said… 

 

Having to have this discussion in the first place is a bit ridiculous. Why should we have to resort to paying more for something as basic as this. 

 

Here's our scenario that in my opinion is so basic yet ZD is not implementing part of it and putting a paywall for the other part. We have our customer facing portal, and we had a need to give the clients the ability to bump the priority of their tickets if things changed on their end or the impact on their business (custom field) become more severe. We also used this for another custom field labelled “ticket update interval” that influences how often we send them updates.

 

As most of you know, the feature for an end user to edit their tickets after it's submitted does not exist out of the box. We had to resort to “API kung fu” to achieve this because apparently ZD doesn't want customers to edit tickets once they're submitted. I believe there's existing requests for this but that's besides the point. The point is we had to develop the system further to achieve a basic feature that really should be built in. ZD is a pretty powerful tool and it's great for lots of things but some other things are lacking and it does not always make sense. I'm a huge fan of ZD, I've been the advocate in my organization for the platform but that said, things like what's discussed here in this thread gives me pause.

 

When our customers are changing the priority of the tickets or the other two fields, I NEED to indicate it in the ticket in a visible way other than a tag or other custom field added that will further clog the interface. I would prefer to add an internal note that has a timestamp that says “Hey this client bumped the priority of the ticket”. I dont' want to have to go through the whole API Kung Fu fight all over again to add a webhook just to do something basic like this. 

 

I will also say a huge NO to ai. Our organization prides itself in having humans replying to our clients. We are NOT going to go and adopt some AI stuff, we prefer the human factor, yes it means having boots on the ground so to speak but that's what makes us better in our industry. And I did do a trial of the ZD AI features and not only are they feeling as lacking and incomplete, they are just not good enough to justify the steep increase in cost. So putting this behind  paywall is just not ideal, and really it's disappointing considering as others said it is not something that requries ai on other platforms. Also, things such as copilot, chatgpt etc are free and you can achieve most if not all of what your AI solution is providing via other better free options or very small costs.  

 

I get that ZD is trying to recoup some R&D costs into AI by asking customers to pay for these new features. AI is the cool fad right now, people are all over it but it's also often inaccurate, it's disruptive and it's just not the same as talking to a person. (I'm not even going to go over bots…) Putting basic things behind a paywall that are not really related to AI is not great. ZD is already very expensive compared to other solutions so this AI feature is just an added cost that is a very hard sell to management that is budget conscious, especially since there are many free options out there.

 

ZD team, we really like your product, it's awesome, please do the right thing and not put simple features behind paywalls, do not remove useful features and put behind paywalls, please understand that not everyone needs AI. 

6


I agree that this is a really big shame to even be having this conversation.

 

I remember 10 years ago the ability to add a comment and comment type was an available action in triggers and automations. - That was taken away from us.

 

The option available then was to start using webhooks as a workaround, this allowed so many options and was a great option. This has now been taken away.


And now a basic function like adding an internal note is only available with the Advanced AI add on. I am not sure how this is even considered an AI functionality, this is a workflow configuration. “If this do this”.  We don't need AI to read or generate anything. This is simply ridiculous and not a good move. 

Please give us the ability back to update tickets using webhooks, and the ability to add an internal note as an action in triggers.

6


image avatar

Joel Cohen

Zendesk Product Manager

Hi Ian, Sam, SM - PM for Triggers and Automation here. I really appreciate the feedback on this particular functionality, this is what enables us to push for and prioritize impactful features or making restricted features more generally available. 

 

I want you to know that this is on our roadmap, and while I don't have a specific timeframe to share yet, know that I am working hard to enable this sooner rather than later. I'm also happy to set up a chat to talk through any use cases you may have in mind, or general Triggers and Automations pain points, let me know!

 

Please keep the feedback coming. 

 

Joel

5


Hi Joel, I would love to setup a chat with you to discuss this further, and thank you for the response!

1


We also have a use case for this specific feature. It seems pretty out of the blue that Triggers cannot add an internal comment of our choosing without using Webhooks.

For instance, If we wanted a Trigger where If an Organization contains tags “XYZ” add internal comments to newly created tickets.

 

Seems silly that this feature is missing.

1


We were using a target to achieve this however that is not recommended and now targets are going away. We can add tags, change fields, but we can't add a n internal note to a target??

1


Zendesk, really disappointed here. 

This was a feature that was included in base functionality in 2021 via triggers notify>ticket and set as an internal comment. In early 2022 it was removed and broke tons of our workflows. Now in 2024, it returns as a paid-for feature - not included in the enterprise plan - and is said to be a part of the Advanced AI features. This is not AI. Please return this feature to customers.

 

3


It is a bit weird that you need time for a feature that was already implemented not too long ago. 
If there is no specific timeline for rollout (more of a regression fix tbh)  , does it mean that it's not yet approved by PM for development?
If so, this should be openly communicated so we do not wait for it any time soon and look for alternative workflows.
 

2


image avatar

Rudolph

Zendesk Luminary

Hey Joel Cohen - Just adding my voice to everyone's here that I share the emotions of disappointment that this feature was ever behind the Advanced AI paywall and also delight that the feature is on the roadmap to be released to everyone. Thank you for course-correcting, and whenever y'all have an ETA on when this feature will be released, I'd love to know.

3


+ 1 to all of the above. To paywall such a basic function that was previously which requires 0 AI functionality is certainly a choice. 

3


+1 here. It doesn't make sense to not have this as it is something pretty basic and it doesn't have any relationship with AI. It's just conditional. 

2


We have basic cases for this. For instance, we want to add an internal note based on specific conditions to draw the attention of our agents that a ticket is originating from an engineer conducting testing.

We also have more complex cases where we want to add a note if a ticket is transferred from certain groups to others, enabling agents to promptly identify the change and take appropriate action without having to manually review the ticket events to ascertain the sender and reason for the transfer.

Lack of fundamental control over triggers merely shifts the burden of implementing these missing features onto our backend engineers.

2


+1 on this request. 

It is an incredibly common feature that I see in multiple platforms as part of their automation functions. 

It is very disappointing to see this function locked behind a paywall, as it is today. 

1


image avatar

Kris

Zendesk Luminary

This is one of the most basic features I can imagine support software having and to not have it available from the beginning was surprising (it sounds like it was available and then removed). To have it be added at an additional cost when it's not reliant on the AI features it's bundled with is such a disappointment it's making us reconsider our investment in Zendesk. Please enable this for all plans as soon as possible.

0


image avatar

Joel Cohen

Zendesk Product Manager

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!

3


image avatar

Kris

Zendesk Luminary

Thanks for the update Joel, looking froward to this change!

0


image avatar

Brent Pliskow

Zendesk Luminary

Huzzah! Thank you, Joel!

0


Thanks, Joel. This seems like a no-brainer. What's the best way to stay on top of the updates when this is done?

0


The sooner the better, we had just another case today where being able to add an internal comment from a trigger could have saved us a headache. Come on Zendesk folks, we've asked for a while, please flip that switch and get this back in the product ASAP.

1


Big +1 on this from us as well…is there any update? 

0


I'm glad to see Zendesk reverse their decision on this. This was a simple feature I've used before at a previous company, and today, I wasted 30 minutes scratching my head first trying to remember how to do this, and then after wondering what possible reason there could be for moving this functionality under AI. 

Zendesk Team, I put my reputation on the line to select you as a vendor, and reading through all the comments in 2024 has really made my heart sink. Don't get me wrong—I'm glad you've recognized your mistake and reversed your decision, but the fact that somebody over there arrived at this decision in the first place really worries me.

For the product managers out there reading this, here's my use case:

I'm using a trigger to create a private message in a newly created ticket that advises agents of a potential high-risk/fraudulent order based on two end-user custom fields. It's the clearest, easiest way to provide direction to our agents, and I'm currently blocked by Zendesk until this feature is re-released.

Thank you.

0


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.

1


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

0


Hey Jon Thorne


Yeah, it’s kind of buried, but if you look up at Joel Cohen’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!

0


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.

1


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?

 

0


image avatar

Joel Cohen

Zendesk Product Manager

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. 

0


image avatar

Sydney Neubauer

Zendesk Luminary

Joel Cohen 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

1


image avatar

Joel Cohen

Zendesk Product Manager

Hi Sydney - sure thing! Here is the link

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post