John Medlong

Good times!

How to add an internal note to a ticket via a business rule

Amie Brennan works great! 

One addition, if you would like a nicely formatted html link (or any kind of html), change the Attribute Name: in the target to:

ticket[comment][html_body]

and in your Trigger, the message could now be something like:

<a href="https://yourwebsite.com/admin/?email={{ticket.requester.email}}">Admin information</a>

Thanks!

You could look to set up a trigger & webhook combo which can post an internal note to tickets. Check out the steps in our article here below.

How to add an internal note to a ticket via a business rule

Amie Brennan I'm going to call that a "self-referencing" webbook, and it's brilliant, thanks!

You can check it out here, they have a free version of the app which allows you to set up 1 link. 

Shortcuts App

Super cool idea, I would use, but it requires Sunshine, and we don't have the right plan, from ZD site:

Enabling access to Sunshine

      

tl:dr Can I get a macro to run from a trigger

Goal:  create link to internal support tool on tickets (based on requester email), so agents can just click and be taken straight to the information - should it exist.

Tickets are created by customers emailing in.

I have created a macro that successfully creates the link as an internal comment, but this should be seamless, so I want a new ticket to have that link ready to go.

A trigger doesn't seem to have the ability to generate any sort of text field (I don't care if it's in a ticket field or a comment, so long as it's there).  And triggers also don't seem to be able to run a macro.

I'm open to other approaches - I just want that link sitting there for agents on ticket open.