Feature Request: Triggers - Action: Add Internal Note as a trigger action

We need this too for exactly the same purpose that we want to notify agent in ticket content internally about some information but we don't want to use email.

4 years later and still no change!

Does it even matter if I +1 to this?

+1, would be great if this function can be made.

+1 for the ability to add an internal note in an automation and a trigger!

Insurance is a highly regulated industry and there is more at stake than NPS for agents to correctly follow a workflow. In one case, we have a ticket that we need additional information in order to complete. We bump the requester twice before re-opening the ticket to our internal team. There has been no update on the ticket and the agent has to take additional steps (or check their email) to receive the specific instructions on how to proceed. 

Ideally, these instructions would leave in an internal comment that is added when the ticket is re-opened by an automation.

+1 we'd love this feature too. 

Case: export data filled out into form directly to internal note or side convo (using liquid) so we can initiate requests quicker. 

+1 for this feature request.

I can't believe it's been 4 years since this thread started and Zendesk still hasn't built this into their product.  Then again, I've seen a request that went on for 10 years and when people started commenting that one of their competitors added the feature, ZD shut down the thread for any new comments.

Zendesk, maybe listen to your paying customers as we have some really great ideas and want to keep using your product.  Otherwise, what's keeping us here?

+1 on that

+1

Similar to Corey, we use automations to re-open tickets. Here's our specific use case:

We have a "required to solve" ticket field that is not always set by Agents for Pending tickets. When our automations transition a ticket from Pending to Solved after X amount of time we have an automation that checks if the required field is set. If the field isn't set, the automation automatically re-opens the ticket. However, this confuses our agents because there's no actual info in the ticket that explains why it's still open. To them it looks like the customer never replied and no additional action is needed.

Note - Our use case could potentially be fulfilled by having a "require on ticket pending flow" option, but adding internal notes for automations is a bit of a more robust option that can be used for other use cases as well. Plus the workaround for requiring a field on other ticket update types at https://support.zendesk.com/hc/en-us/articles/227741828-Is-it-possible-to-require-a-field-be-set-before-moving-to-a-status-other-than-Solved- is not ideal.

+1 

We have multiple use cases for this feature and I also think that this would not be all to complicated to implement.

Atleast, the feature would be toggled so that Zendesk administrators could have the opportunity or not to use this. 

+1

for some organisations there are special rules to follow up (product warranty, adress, shipment method, reaction time...). Actually these rules need a manually lookup in the organisation details. With a triggered or automatic internal comment this step will be performed much easier and information is not missed by the agent.