Post internal comment with trigger
回答済みI would like to offer extra information for our agents about a ticket topic or a customer/organization, to reduce the number of things our agents have to keep top of mind.
Our tickets are almost exlusively from our customers, but every once in a while we get a ticket from one of our suppliers. Our agents are trained to handle these as well, but they find that it can occasionally be hard to "recognize" from the context of the ticket that this is a supplier - as the suppliers' questions are often similar to our customers' (referencing a specific order number, for example), but should be handled slightly differently. While we can put these suppliers in organizations and have the tickets tagged, this still leaves the agents having to recognize these things each time.
What I would like to do is to be able to, via a trigger on ticket creation (conditional on for example the requester organization), put an internal note in the ticket with some information for the agent about this supplier - ensuring that they handle these correctly the first time, all the time.
Is this on the roadmap for triggers, or can you think of another solution within Zendesk that can achieve a similar result?
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正式なコメント
Please note, this workflow is not recommended or supported as errors are likely to occur when the ticket is being updated by triggers and the API simultaneously. When this happens, it is called a race condition. Triggers are used to explain this issue below, but the same principles apply to automations.
Every time a ticket is created or updated, all of your triggers run in a cycle against that ticket. A trigger will fire and update the ticket if its conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.
When a trigger updates a ticket using our API, the update occurs at some indeterminate point in the cycle. Results can vary based on when the ticket update occurs in the cycle. The ticket update can affect whether other triggers fire.
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Hi @...,
There is a workaround where you can update Zendesk itself.
Trigger
I can only advise you to set up this Trigger on ticket creation, or work with tags so that you can ensure it only fires once with ticket update. (worst case is a loop which spams your ticket with internal notes)
URL Target (Extension)
https://XXX.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false
Let me know if this works for you.
Cheers,
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Thank you, that worked perfectly!
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Exactly what I was looking for. Thank you for this!
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i got stuck in the spam loop - any ideas on how to stop this?
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@...
Does your trigger fire on creation or on update? If on update, you need another action on the trigger that will add a tag or set a field value on the ticket. You will also need to add that tag/value as a trigger condition that will prevent the trigger from firing if the tag/value exists.
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@...
Thank you, I tried it on both but in a loop. Slightly confused. If I set a tag to fire the trigger, do you mean on that same trigger I would also have to set another 'is not x tag' condition?
I've managed to work around it at the moment by setting the trigger on tickets that are changed from New, but if you have a screenshot that would be much appreciated!
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This is a pretty cool trick!
Just so I'm reading it right, I only need to amend where it's XXXX below with my Zendesk domain?
https://XXX.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false -
If using tags, You have one tag that will fire the trigger and you will need a second tag that prevents it from continually firing. The trigger should add that second tag in its actions.
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Thank you superstar! @...
@... it worked for me by creating a http target and inserting the following: https://XXXXX.zendesk.com/api/v2/tickets/{{ticket.id}}.json
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@... You're Welcome. Happy to help!
@... Correct. You only need to add your domain.
This part of the API call is required to make the comment internal but not required otherwise.
?ticket[comment][public]=false
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can we do this with webhooks now?
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This is not supported: Can I use a trigger and a webhook to update tickets?
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Justin Federico Andreas Schuster
@...
I am also in the process of implementing this in our company. I have already created the trigger so that these tickets are tagged. Now I am not sure where exactly I can set up the URL target (extension). First I tried it via an automation, but I didn't find the possibility to enter the URL target. I would be very grateful for any feedback from you. Thank you!
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this changed recently. It's not called "Extension" anymore. You can find it now under the "Webhooks" section within Zendesk administration.
Feel free to ping me directly if you need help here.Best,
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Hello Jessica Knöfler
Thanks, Robert Robert Cwicinski
HTTP targets have been replaced by Webhooks but since the flow described above uses a URL Target you can still follow the process as written.
I assume that a Webhook could be used as well but I am still using the URL Target. Either way, you would need to apply the "Notify Target" or "Notify active webhook" action to your Trigger.
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Hi Robert Cwicinski and Justin Federico Thank you so much for your help. I have already set a trigger so that the affected tickets receive a certain tag. Now I cannot find a way to enter the desired internal note. When creating a URL-target or webhook, there is no input field for that. I might doing something wrong. Maybe you have a step by step guide? That would be great. Glad to hear from you again. Thanks!
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Robert Cwicinski Justin Federico
Thanks again for your help. Now the URL target with the domain in the link is set as described above. The trigger is also active, in that I have stored various keywords for which the trigger should take effect. Then a tag will be set and additionally a topic. Of course, I have also applied the "Notify Target" action to my trigger. However, no internal note is stored for any ticket. In the meantime, the URL target has automatically deactivated itself after a few days. Do you have any hint what the problem could be? Thank you.
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The target will be deactivated if there are too many errors. Do you see any target failures under Zendesk API?
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Would this be applicable if we need to remind the agents to select /require a certain ticket field before updating the ticket status to on-hold?
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Hi Leo,
Yes, you can implement a similar workaround for that. In your conditions, you can have the trigger check if a field value is not present when the status is changed to On-hold, and then have the trigger notify the webhook/target to post an internal comment.
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So, how do we request this as a supported feature? You've marked this "answered" but there's a clear, huge demand for this.
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Agree I would love to see this as a baked in feature to Zendesk without having to use a webhook. We currently an email application called Front that has this comment workflow natively and loosing this feature when we move our support desk emails into Zendesk is a productivity step backwards.
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Hi Robert Cwicinski do you by chance know if this procedure changed? When I create a webhook in the Admin Center it looks different from your screenshot above. Any help is appreciated!
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Hi Paul Riscalla
I believe the screenshot above is taken from Target. Currently, the best way you can post an internal comment is through webhook. Whilst it's possible to do this, it's currently not supported in Zendesk due to race conditions: Can I use a trigger and a webhook to update tickets?
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