Sarah Boisvert

This is high on our wishlist as well. We have two use cases for this - 

The first is in our SLAs. We send out a generic "Your case has been routed to X group, you can expect an update shortly" response via a macro for tickets received through email, and via a trigger that sends an email notification for tickets received through a web form. From our client's perspective, the experience is the same. But since the first case is a comment and the second case is an email notification, the First Response SLA policy doesn't see our web form tickets as having received a first response.

 

The second case is an integration we have with a third party app. The app can pull in comments in the ticket, but not other data such as field selections, etc. We currently a macro that someone has to manually apply which pulls the ticket field info into a private comment before the ticket is solved. If it was possible to generate this private comment using a trigger or automation, it would save our agents some time.