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

+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. 

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

Hey 7256536364954 - 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.

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.
 

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.

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??

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.

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

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

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.