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

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.

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

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.

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

Huzzah! Thank you, Joel!

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

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!

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.

+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. 

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.