Ajout automatique de commentaires et de notes aux tickets à l’aide des déclencheurs

image avatar

Erin O'Callaghan

Zendesk Documentation Team

Modification le 15 mai 2025

2

0

64 commentaire

Date
    Les plus récentes
      image avatar

      John Pena-Meyer

      Adding my voice to the chorus of folks hoping that we can at least have the option to toggle whether the internal notes added by a trigger get attributed to the general “system” user as opposed to the staff user that triggered the note.

      1

      image avatar

      Sara Bradley-Bussell

      Agreed with several other comments, we need to be able to control who the auto-replies are coming from. Most of the time we do not want auto-replies attributed to the assignee, especially since it is not coming from that assignee which is confusing to customers and agents and creates confusion in our reporting.

      1

      image avatar

      Christopher Fassano

      All ticket triggers run when a ticket is created or updated. However, a maximum of one comment and one internal note can be automatically added by a trigger per ticket event. This means, if you have multiple triggers with autoreply and internal note actions, even if the ticket meets the conditions for all of them, only one comment one internal note will be added to the ticket.

      So my takeaway is that if I have multiple internal note triggers that can be applicable to a ticket at the same time, I should continue using webhooks to call the ticket's API to add internal notes to tickets since this isn't a limitation when using webhooks.  At least I haven't run into this issue until I moved away from using webhooks.

      0

      image avatar

      Samual Preiss

      @Holly, Yes. Auto replies will impact SLAs because they're considered public responses.

      I confirmed this by testing a moment ago.

      0

      image avatar

      Sydney Neubauer

      +1  These notifications should not be posted by assignee. Here are the limitations we have hit because of current functionality:

      1. We cannot control when there is an assignee or not (many in group, vrs one etc). So there is now inconsistent expectations as it could be ‘System’ or it could be assignee. No workaround
      2. We use Followers and so those on the ticket see the ‘assignee’ added a comment but it was a system. Adds confusion. There is no workaround
      3. Reporting on agent comments counts these internal notes by system. As such you have to edit ALL explore reports to exclude ‘comment added by rule’
      4. Trigger and automation conditions where it is ‘Assignee is (current user)’ or ‘Assignee is not (current user)’ get impacted as the trigger fires or does not if the rule adds a comment. There is no workaround (major problem as this interferes with existing workflows)

      3

      image avatar

      Kévin Arnoult

      Agreeing with the last two comments, those notes should not be put under the assignee as this is misleading (it's actually not coming from the assignee).

      3

      image avatar

      Garrett Fraser

      I agree with Shelby. 

       

      Our triggers add internal notes to tickets to alert agents about incorrect ticket movements, among other things. Currently, the agent triggering the note appears as the author, which is confusing. We need these notes to be attributed to an 'automation' account.

      4

      image avatar

      Shelby Darby

      It's unfortunate that the comments register as an update from the assignee.  We need to be able to separate out the system-generated internal notes from our agents work. 

      6

      image avatar

      Samual Preiss

      6580040979738 , I agree. This would definitely be useful. We've otherwise run into multiple occasions where this would have helped.

      In the meantime, We get by with an automated ticket comment webhook.
      https://support.zendesk.com/hc/en-us/community/posts/5790649405978-Setting-up-Webhook-to-trigger-Internal-Comment
       

      0

      Se connecter pour laisser un commentaire.

      Détails du compte

      Se connecter pour voir les détails

      Connectez-vous pour voir les détails de votre compte en un coup d’œil

      Se connecter

      CONTENU SUPPLÉMENTAIRE