Pierre Grenier

@Ben thank you for adding this very important use case...

"for the best summary of this issue, look for the comment that I left at [timestamp]"

This is definitely a use case that we have heard a lot before (something that I am personally struggling with at Zendesk).  Question: what % of those links would be created for sending someone to a ticket summary?

I am asking because maybe better way to solve this issue is by adding a "ticket summary" functionality so that nobody have to find which comment is the "summary" or figure out if the "summary" comment has changed.

Also, I suspect here that you might write that both a ticket summary and comment links are necessary (I would personally agree with that).  If so, would you please specify which one would be most urgent for you between the two?  Also, would you please add other specific reasons for linking (beside referring to a ticket summary)

@Michael and Ashish... what are your thoughts about the above?

 

Hello everyone,

We actually tried to develop this feature in our Zendesk Support product.  The creation of a ticket comment (note or public) will make your triggers start again (so while triggers are running, we restart all the triggers again... this leads to what engineers call a race condition).  In fact, during our testing phase, we discovered that we may convert trigger-based private notes in public comments... which would break all trust you have in Zendesk.

Instead of developing that specific feature, we would like to understand why you need this feature (because there are probably better ways to address your underlying issues)

From having talked to customers and read this thread, we know that automatically posting a comment (note or public) solve any of the following issues:

1- Explain to other agents/admins why a ticket was silently solved/closed

2- Provide the agents with an easy way to see in the ticket audit trail what workflow-based message the end-user has received 

3- Provide a troubleshooting notes for the agent who will next be assigned to the ticket (i.e. "hey this ticket is about XYZ and you want to be mindful about A, B, or C”)… something that Satia, Eric Paul, Gary Jackson, Patrick Harland-Lee, Vijayendra…

4- Send an app notification to an agent (instead of just an email notification) that a ticket needs attention… something outlined by Lucy

5- Send a notification to the people CCed on a ticket when you solve a ticket without adding any public comment.

Would you please let us know why you need this feature (feel free to add other reasons not listed in #1-5) and also the impact it has on your team?

Guys, we are re-building the web portal as I write this.  We will look into this functionality when we tackle the community features of the new web portal.

@Ian... this is a bug and it will be added.  You will be able to add a light agent as CC through a Trigger/Automation.