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

+1 for this - our use case is to use a trigger when a given form is used to reproduce the data entered/selected in custom fields to produce in comment format - this will then allow an agent to quickly review and then copy this text for further escalation review (in our specific case, via the JIRA plugin)

+1 automatic internal comments would improve efficiency and productivity allowing the agent to check customer info at first sight and/or following basic instructions to handle that case.

The use of the User Panel to leave notes results in a very confusing, not intuitive and easy-to-miss workflow. Besides, agent may shrink the panel! i.e. bye-bye info!

Thanks

Hi Juz - 

Thanks for the feedback. Improvements to business rules are on hold at the moment while the development team works out what is on the roadmap for Support in 2019. But we have flagged this for review once work on business rules is reopened. 

This is a really basic feature. Our support agents need to have all info shown to them straight up in the one screen.

For emails from some domains, or with particular subject lines, there's a standard set of things that we need to remember or refer to.
We therefore want tickets from those customers to get a text automatically copied in as a comment into the ticket.

There is the workaround at (Link removed by the Zendesk Community Team. Post has been archived due to outdated information.) which goes most of the way. However the slightly reproving tone from the Community Manager's comment there is not helpful. 

The explanation of a race condition given above also seems somewhat out of place. Other ticketing systems manage to provide this function, so it's not a far-fetched or computationally impossible feature request.

My Use Case:

I'm testing the side conversation feature in the Collaboration Add-On.  When I send a side conversation to an escalation resource, I'd like to trigger an internal note to the assignee and/or the ticket group for the ticket in question, for awareness that an escalation happened and what the question was.  A reply back from the side conversation recipient would also ideally create an internal note for ticket continuity and transparency.

Right now, triggers for email can take place with replies to side conversation, but there doesn't appear to make the comment private.

Huh, my clients really need this pretty basic feature :/ 

This has been stated by others, but getting in on this vote:

• We add a private comment to the ticket if there is information about the user or Organisation that the agent should be aware of. We were finding it too easy to miss those notes and detail fields unless it’s within the body of the comment. Seeing the information within the private comment means the agents never miss the info.

Life in Software Support is insanely busy and you're going a million miles an hour. Relying on an Agent to go to the Organization tab to view important details about a client or rely on seeing the slew of tags that get added to the case just isn't feasible.

We store very important information on the org tab (ex: who has permission to request and approve configuration changes to their applications) that is easily overlooked. Please, please, please think outside the box on how we can get this accomplished. 

THANK YOU!

Our use case is that we share a lot of tickets between our various Zendesk accounts (still using the Hub and Spoke over here), and we need the user's email address to appear in the ticket in the Hub. Because it doesn't come as part of the ticket, we want to have it as an internal comment. In our case, our agents can't help our customers without their email address about 90% of the time - so we'd take the email address any way it comes over, but we definitely need it.

We have a case where the data from users in the ticket forms are editable by agents. Since we only have 8-10 employees most of us are admins for convenience. We therefore need a copy of the ticket fields added as text in the ticket for documentation purposes. A trigger with placeholders that spits out a comment with all the information added in the ticket form is needed for us to use the ticket forms at all for the brand.

Thanks for the details, Maurits.