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Add "insert private comments" to automations action



Data ultimo post: 30 mag 2024

We need to notify agents lots of things like “we sent the customer remind email by another automation”, “you should contact customer now because it past 1 business day after previous contact” etc.

But currently there's no options to add "insert private comments" to automations action, so we'd like Zendesk to add this option.


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4 commenti

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Shawna James

Community Product Feedback Specialist

Hello there, 
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Thanks, Shawna!

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Jake Bantz

Zendesk Product Manager

Hello,

I did want to offer a potential option for your use case if you have Advanced AI on your account. Here are the basics:

  1. Create an automation with the conditions you want to meet.
  2. Set the actions in that automation to add a tag of your choice.
  3. Create a trigger which looks for the addition of that tag.
  4. Set the actions of that trigger to add an internal note to the ticket (similar to this example, but without the AI specific conditions).

This should result in a similar result to what you're requesting, but just needs a trigger to finish the job.

I hope this is helpful! Please let us know if you have any questions about this configuration.

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Sydney Neubauer

Zendesk Luminary

Jake Bantz thanks for the suggestion but truthfully, it doesn't make sense as to why that ‘action’ only exists with the AI add on. We have to use webhooks to make up for that functionality (whether it is add a public comment or a private one). Having it bundled into the add on doesn't quite make sense as it is not reliant on AI to use it.

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