Darren Middleton

+1 we have some customer records who have unique customisations made to their product that we support. The actual customisations are noted in the Knowledge Base per customer.

We would like to add an internal note to a ticket when it is created against set organisations to review this Knowledge Base article before diving straight into the troubleshooting process. 

Without triggers/Automations being able to fire Macros or add comments, I cannot see any way of doing such a simple task within Zendesk which is a real shame.

The only other option we have is to tags or fields to the org record and then hope the agent notices these on the support ticket which is not ideal. Firing an email to the agent is another option but again not ideal. It would be much better to have comments added to the ticket automatically when tickets are raised from certain organisations.