Allow a trigger to post comment updates

Hi Folks - PM for triggers here. I know this is an old post but I wanted to update this group that we just recently launched auto reply and internal note actions in triggers. Here is the announcement!

+1

... really Zendesk.. there are so many good reasons to allow documenting a "hidden" notification visibly in the ticket... Why do you ignore these 83 requests?

Regards

Oliver

This should absolutely be a native feature. The fact that it isn't is kind of strange. The email message is right there in the ticket meta data anyway...

I've come across a few places where the option to update the comment section is not available (or the subject line) and these are strange little idiosyncrasies that I'd hope ZD would get solved.

Anyway, plus one for me on this feature!!!

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This post edited by the Zendesk Community team to redact an email address.

For those of you who are like me; that see the value of the API but find it too complex; I was able to accomplish adding a note to a ticket using Zapier. Not as ideal as I would prefer to do everything in one interface. However, it gets the job done until Zendesk adds this much-needed feature!

I'm also looking for this feature. There are many cases where we have sent a message to our customers in a trigger and the only way to indicate that it has happened is a tag. I would much prefer to include a note that the message was sent, and provide the agent picking up the ticket with further instruction.

In addition, there are several cases where we have tickets created on behalf of customers by folks in other parts of the business. In cases like this, it's incredibly important to flag for the agent that they will have to change the requester on their ticket before responding.

Having to rig up a strange confluence of 3rd party solutions should not be necessary for something so basic. In my ideal situation there is another action available on triggers to leave internal notes with further steps when a trigger or automation has been run.

Thanks!

Hi,

We really need this feature! Of course, we can create targets that will do this for us - but by doing this, workflows will get messy and you would actually need to get a hold on an engineer, instead of just using a trigger/automation and then just do it! :-)

I have a case, where we need to push CSAT to the comment field and instead of creating a target, it'd be nice to just choose a public comment! 

I'll be looking forward to seeing this feature implemented in Zendesk Support. 

I'm shocked that this isn't on your roadmap. I see the post above from Stacey, but that doesn't seem like a good enough reason to not find a way to make it happen. It's clear from this article that this a commonly requested feature which I too am in need of.

Use case: Automation that re-opens tickets from pending after a period of time. Having the automation or a trigger add a private comment with an agent-specific note on why this ticket was re-opened. Tags and Customer fields aren't clear enough.

Hi all.
Recently we in Pythia have released First Reply Automation feature (for 100% secure cases and using macros as replies). We provide free Automation diagnostic with exact numbers of automatable cases and potential savings (based on tickets data for the last 90 days). https://pythia.cc

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.

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