Add internal notes as part of ZD automation

10 Commentaires

  • Commentaire officiel
    Nicole Saunders
    Zendesk Community Team

    Hi Sophie - 

    Thanks for your feedback. We do have an existing request for this kind of functionality here, if you'd like to up-vote it: 

    Triggers - Action: Add Internal Note

  • Nicole Saunders
    Zendesk Community Team

    ...and I apologize, just as I've sent you the link I've realized that the product team has evaluated the request and indicated that it's not something they're planning to implement. However, there are some workarounds suggested in the comments on that thread.

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  • Lou

    You can use Automations and Extensions to do this (as well as public comments). We do it all the time.

    1. Set up the Automation with the conditions you want.
    2. One of the conditions must be to look for a tag that will STOP the automation (otherwise it will loop)
    3. Under the actions, add the tag to stop the loop and an action to notify the target (extension) for internal (or external) comment.

    For the Extension (target)

    1. Set a URL for the ticket like this: https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false
    2. Method : PUT
    3. Attribute Name:  ticket[comment][body]
    4. For the authentication, you'll need to set up a separate automation licensed user, or use a current licensed agent. Whichever you use, that "user" will show up in the ticket as the agent commenting.

    The difference for public comments would be a separate automation but the URL will be public = true

    1
  • Sophie Tagar

    Lou, thanks for you reply! 

    The target is dynamic according to the context of the ticket.

    I guess I would have to created different triggers for different contexts.

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  • Lou

    We don't use it a "lot", but we do use it. We had a project where we sent out reminders to the customers X days before an event was to happen. We also use it for internal notes to agents for COVID questions to ask customers if we're sending people out to their place of business. It works great and is relatively simple.

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  • Leah
    Zendesk Voice of Customer Team

    Hi Sophie, 

    I'm on our Voice of Customer team and would love to know the use case/goal that you're trying to accomplish with this request. As Nicole mentioned, this particular functionality is not something that our product team is planning on implementing but if I know the problem you're trying to solve, we can advocate for that throughout the company so that Product can come up with a solution that works in our platform and solves your need. 

    Thanks in advance for the info!

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  • Rick Salamin

    Leah - I just was chasing this today and found the originally thread noted by Nicole (now marked as Not Planned after four years and 67 follows)

    For our needs we were looking to make it so obvious you can't miss it.  Something as simple as If Requester = X add internal note "Customer Requires Initial Contact Via Cell Phone".  Sure these rules are in the customer and org notes, sure we have a preferred contact method defined on the ticket... but support is fast and complex so making it extra obvious is helpful for customers are are particular.

    Seems like something enough people asked for and have had to work around instead of just having a simple trigger enhancement done somewhere over the last four years.

    1
  • Giro Po

    We do it all the time. Set up the Automation with the conditions you want. One of the conditions must be to look for a tag that will STOP the automation (otherwise it will loop) Under the actions, add the tag to stop the loop and an action to notify the target (extension) for internal (or external) comment.

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  • Samuel Mosher

    Leah and Nicole

    Our team would benefit enormously from this functionality. We have some extremely complex ticket forms - it makes it hard to read information in Ticket Properties. Additionally, Ticket Events is not a proper tool either, since an agent would need to switch back and forth between that and the Ticket Conversation.

    Workarounds do exist, using HTTP targets and the Zendesk API. We use it to solve this problem today. Zendesk has explicitly stated on other threads that this specific workflow is not recommended due to unintended consequences that could arise. There is even a targeted FAQ for this: Can I use a trigger and a target to update tickets?

    So, it's not really an acceptable workaround. We use it without issue, for now. Personally, I think it is premature that Zendesk closed the original thread for discussion when it was marked as Not Planned. Customers continue to express interest, but now have a fractured approach. Is it possible to re-open that thread, and allow us to have a singular place to continue voicing these use cases?

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  • Nicole Saunders
    Zendesk Community Team

    Hi Samuel, 

    We typically close a thread for comment once the product team has evaluated the feedback and made a determination that they will not be taking action on it in the next 1-2 years. There has to be a point at which the team is able to say they've received enough feedback to understand the need, they've researched and evaluated it, and made a decision. At that point, additional comments and use-cases wouldn't change the outcome, and we wouldn't have any further updates to share other than to continue re-stating that it's not planned for development.

    That being said, we do frequently revisit things as the market, the system, and needs change. This is why voting is still enabled even on closed conversations - it helps us gauge how much something is desired even when we are no longer soliciting additional feedback. If and when the product team revisits an idea and additional user feedback would be useful to the process, we'll either reopen an old thread or initiate a new one to proactively solicit feedback on the topic.

    I've reached out to the product team regarding the ideas shared here around allowing business rules to update ticket comments. They've let us know that there's a broader evaluation of workflows planned toward the end of this year, and that would include triggers and automations. The feedback in the original thread (as well as this one) are on the list to take under consideration as a part of that evaluation. But, it's not something they're able to dig into at the moment, as they're focused on some other priorities.

    You can continue to share your thoughts and feedback here, but we will not have any further updates to share until after that evaluation happens. 

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