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Erin O'Callaghan

Zendesk Documentation Team

2025년 5월 15일에 편집됨

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      Shelby Darby

      It's unfortunate that the comments register as an update from the assignee.  We need to be able to separate out the system-generated internal notes from our agents work. 

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      Samual Preiss

      6580040979738 , I agree. This would definitely be useful. We've otherwise run into multiple occasions where this would have helped.

      In the meantime, We get by with an automated ticket comment webhook.
      https://support.zendesk.com/hc/en-us/community/posts/5790649405978-Setting-up-Webhook-to-trigger-Internal-Comment
       

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      Conor Murphy

      Will this be added to automations? this would be very helpful for that too.

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      Andrew Chu

      any options for me to create an auto-reply through triggers that can have attachments/attached files in it? I'm not seeing one currently in the editor 

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      Nichola Longuet

      I strongly agree that paywalling a basic automation feature behind an AI add-on is unjustified. This long-requested functionality, common in similar platforms, should be part of the core product. Restricting access forces users to seek unsupported workarounds or third-party solutions, complicating integrations unnecessarily. Please reconsider this decision and make this essential feature available to all users without requiring the AI add-on.

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      Steven Hampson

      Thanks for adding this feature, it is something that we've waited for for a long time! I think there is still some development required before it is a truly useful feature. 

      • As others have noted, it would be better to select who the note appears to be from (e.g. an admin account). 
      • It doesn't show that a trigger fired in the events history - that makes troubleshooting difficult. 
      • It would be great to have more text formatting options or allow HTML formatted text. 
      • Only being able to have one note per update is an unusual limitation. 

      All of these things can be done with a webhook, and that's what we have been doing. But since this can result in race events etc. and is not recommended, I hope we'll be able to see further development to allow a really flexible native function. 

       

      Thanks!! 

       

      Steven. 

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      Andrei Vasin

      Hello everyone!

       

      I recently contacted Zendesk support regarding the issue with posting multiple internal and public notes simultaneously, as mentioned by Paul K and Philippe Roy.

       

      Here are some quotes from their reply:

      I can confirm that that is intended functionality, and that all combined triggers fired are only meant to be able to process a maximum of one internal note and one public note at a time. At this time, this information is not noted on a public facing article, but our documentation team is working to note that in some upcoming article changes.

       

      The developers did not supply an explicit reason as to why it was designed that way.

       

      In addition, I encourage you to create a new post in the General Product Feedback topic [https://support.zendesk.com/hc/en-us/community/topics/200132066-General-Product-Feedback-] in our community to engage with other users who have similar needs and discuss possible workarounds.

       

      I've created a feature request here, please consider upvoting it:

      https://support.zendesk.com/hc/en-us/community/posts/8982277944474-The-Internal-Note-and-Autoreply-trigger-actions-in-Zendesk-do-not-allow-to-post-multiple-notes-or-replies

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      Philippe Roy

      Not being able to have multiple notes added via multiple triggers makes this feature completely useless.

      I have 8 triggers that could have 8 notes. If I want to use this feature I would need 64 triggers, covering all possible interactions between those 8 triggers.

      It took years to have this feature, and it's still useless.

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      Bobby Koch

      need to be able to send more than 1 of these per ticket…

      3

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      Bobby Koch

      Is there a way to change this from saying “Zendesk”

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