Susan Robinson

We intend to automate responses to tickets that have certain words in the subject on receipt of the ticket containing the specified words I want to send a notification back to the requestor detailing how they can self serve their issue (i.e. no intervention from an agent).

I can do this successfully via email using a trigger and an automation but in order to keep in with our SLA for first reply time I also want to be able to add a comment instead of sending an email.

So adding this feature would be a great addition to our automation efforts.

To compliment our automation efforts I would really like this feature at least to add a private comment.