Allow a trigger to post comment updates

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55 コメント

  • Darren Middleton
    コメントアクション Permalink

    +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.

    4
  • David Bailie
    コメントアクション Permalink

    I'd like to be able to automate internal ticket comments as well as public comments.

    4
  • Jonathan March
    コメントアクション Permalink

    +1 Another use-case is when an automation fires and re-opens a Pending or Held ticket, and an email is sent to the assignee. Fine, but what if they see the open ticket online before they get to their email? Then it's just confusing "Why is this ticket sitting here open?" Sure, they can show the event log and figure it out, but most agents don't think to do that. Much better would be to insert an internal comment "Reopened because due date reached".

    Thanks!

    3
  • Oliver Fisk
    コメントアクション Permalink

    Astonishing that this isn't included already. Get on with it please.

    3
  • Shai Simchi
    コメントアクション Permalink

    I have an automation to set a ticket to 'solved' 3 days after it has been set to pending without an update from the end user. 

    When this happens I have an action to notify the user by email. 

    The problem I have is that this email is not captured in the case itself and I do not see an action where I can add a comment or anything to the case.

    2
  • Frankwin Hooglander
    コメントアクション Permalink

    This feature is a must. How can helpdesk software not record EVERY piece of communication with a customer? That just seems so backwards. 

    2
  • Bjørn Andersen
    コメントアクション Permalink

    This post is almost 3 years old. As far as i can se, it's stil not possible to ad a public or privat comment by trigger. This could be very usefull, both on new and open tickets.

    2
  • Simon N
    コメントアクション Permalink

    Hello everyone,

    There is actually a neat way to pull this off via the Zendesk API*. You'll have to create an URL target in the 'extentions' tab and then add a 'Notifications: Notify target' rule to each trigger / automation to make it happen, but once set up it works like a charm!

    Check out this article for further info: https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations

     

    *No 3rd party tools required!

    2
  • Sean Morrissey
    コメントアクション Permalink

    Follow up on this thread, 3 yrs of this feature being requested and no updates from the product support manager. I spoke with tech support and they agreed that this feature is requested all the time and if available it would reduce a lot of zendesk support calls.

    2
  • Yoram Dagan
    コメントアクション Permalink

    Hi,

    Any updates here? This is going on for about 5 years now in different threads and it seems like a basic requirement.

    Thanks

    Yoram 

    2
  • Sarah Boisvert
    コメントアクション Permalink

    This is high on our wishlist as well. We have two use cases for this - 

    The first is in our SLAs. We send out a generic "Your case has been routed to X group, you can expect an update shortly" response via a macro for tickets received through email, and via a trigger that sends an email notification for tickets received through a web form. From our client's perspective, the experience is the same. But since the first case is a comment and the second case is an email notification, the First Response SLA policy doesn't see our web form tickets as having received a first response.

     

    The second case is an integration we have with a third party app. The app can pull in comments in the ticket, but not other data such as field selections, etc. We currently a macro that someone has to manually apply which pulls the ticket field info into a private comment before the ticket is solved. If it was possible to generate this private comment using a trigger or automation, it would save our agents some time.

    2
  • Shai Simchi
    コメントアクション Permalink

    Zendesk team -

    This is a big issue for us. If we close a case using an automation and we sent a notification to the end user it is pretty standard that this communication should be documented in the case. What happens right now is that it is not and when looking in the case there is no way to tell why it was solved...we are losing the trackability of the case this way.
    Please advise on plans to addressing this.
    the suggested actions include many changes to the ticket - not sure why adding a comment is not possible. seems pretty basic

    1
  • Jonathan March
    コメントアクション Permalink

     there is no way to tell why it was solved

    The ticket's event log does show the automations and triggers that were run, but this is not convenient nor transparent.

    1
  • ian
    コメントアクション Permalink

    Hi,

    We really would like this functionality, especially as the landing page after users submit a ticket is their ticket status page where they can't see that we've just emailed them about the ticket. Either allowing us to comment at the same time as we email or move that page to redirect them to a new location would be great in order to help users understand that we have in fact responded to them.

    1
  • Niko Appels
    コメントアクション Permalink

    I would really like to have this feature as well. I was actually counting on this feature being available as I would have liked to use internal notes to remind our developers working on a case using the JIRA integration via an automation that a ticket requires their attention.

    1
  • Timur Grigoryev
    コメントアクション Permalink

    Waiting for this feature already long long time ago :( 

     

    1
  • Craig Willis
    コメントアクション Permalink

    Add me to the list requesting this feature.  I would like to post instructions to the agent based on the customer that submits the questions.  This would be in the form of an internal comment.

    1
  • Michael Reeves
    コメントアクション Permalink

    Like one of the comments above, we have a number of specific customizations for each of our customers. It would be very (extremely!) helpful to be able to automatically include an internal note listing what is unique about the particular client. This would be very, very helpful for us.

    I would expect that this would be a relatively easy feature to add, and it would be very helpful.

    1
  • Richard Savino
    コメントアクション Permalink

    +1 for me too.

    This feature will help us for ticket sharing workflow.

    A trigger could write a private comment with the remote ticket ID after the ticket has been created.

     

    1
  • René Werder
    コメントアクション Permalink

    +1 asap

    Add Notes and comments with a trigger or a automations.

    1
  • Cody Stokes
    コメントアクション Permalink

    +1

    Would like to be able to add private comment based on matching string in body of ticket. 

    1
  • Simon N
    コメントアクション Permalink

    +1 asap!

     

    This would make the automation workflow much smoother! 

    1
  • Name
    コメントアクション Permalink

    +1

    Need comment function for Trigger and Automations

    1
  • Nicole Infiesta
    コメントアクション Permalink

    Similar use case to Darren above -- we have some clients with exceptionally custom things associated with their account.  it would be great to be able to apply an automatic tag to the ticket based on the account, and then generate an internal comment based on that applied tag that the support reps would see when they open the ticket drawing attention to whatever they need to know.

    1
  • Andreas Schuster
    コメントアクション Permalink

    I created a workaround for that, so that my agents know that a trigger applied something.

    I'm using the Tag Warnings app for "updating a ticket".(https://www.zendesk.com/apps/tag-warnings/)
    Just add a tag for example changed_by_trigger and configure the App to show a warning when this tag is applied!

    Then you know that something happened with the ticket, e.g. re-openend by trigger and you can take a look at the event log for further info.

    1
  • Snaebjorn Olafsson
    コメントアクション Permalink

    +1

    This would be VERY nice to have.

    1
  • Mike Martello
    コメントアクション Permalink

    Simon's method is a great hack, but it gets problematic if you have more than one update via the API hitting a ticket in a submission. This feature is very much needed!

    1
  • Stacy Win
    コメントアクション Permalink

    I have a use case for automating the ability to add private or public comments to tickets via triggers

     

    We have some customers submitting tickets via text messages. When they do this the subject and comments read [no content]. The message is provided in an attachment that needs to be opened. Some agents pick this up and read the attachment. Other agents are noting the tickets as spam.

    We would like to have a private comment systemically added when tickets have [no content] in the subject and comments. A blurb highlighting the ticket might be a text message and they should check the tickets attachment before considering the ticket to be spam.

    1
  • Josh Haney
    コメントアクション Permalink

    Use case: I want to provide my agents guidance or a link to an article based on terms in the ticket or subject. This would be incredible for checklists and relevant information as internal notes

    1
  • Andrew
    コメントアクション Permalink

    We are also interested in this functionality. 

    Use case: We would like to trigger different automatic replies based on the various potential responses to dropdowns on the initial ticket submission form. Some of our triggered replies could prompt a response from the user. It would be much easier for our agents if they could see the triggered response inline rather than having to investigate in Events which triggered response was sent and what the user might be referencing in their reply.

    1

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