Satia Stevens

We also need the ability to merge Organizations. Sometimes Orgs are incorrectly created with a new name, and when we can't merge, we lose historical ticket volume data because it isn't attributed to the current org. Merging would allow us to have accurate reporting. 

Hi Erin,

Thanks for following up. Reading through the threads, it seems we have the same use case as was stated by other customers: 

• We add a private comment to the ticket if there is information about the user or Organisation that the agent should be aware of. We were finding it too easy to miss those notes and detail fields unless it’s within the body of the comment. Seeing the information within the private comment means the agents never miss the info.

For our second use case, being able to add an internal note via trigger would speed up response time. For example, an account manager submits an inquiry without the customer on thread. A trigger could populate an internal note reminding them that the customer must be included for reporting purposes. The account manager updates the ticket, and then the support agent responds. 

Currently there is a manual exchange between the agent and account manager, which wastes time. 

Thanks,

Satia

Triggers have lots of Actions, but those don't include the ability to add an Internal Note. In some instances, if a case meets certain conditions, adding an Internal Note (with pre-fab text like a macro) would be really helpful. 

For example, if an Account Manager submits a case without the client on thread. An automated note could be posted to tell them to add the customer, instead of support manually sending a response. 

An internal note could also remind the Agent of something (for example to timebox a case based on tier or to switch the Requester to the customer instead of internal contact). 

Right now there is no way to automatically add a text string as part of a Trigger.