Feature request: Triggers and automations to allow action = Add internal note

Going to copy my comment from that other thread to drive the point home. I will stress that I'm a HUGE fan of ZD and appreciate that the team does read these ;) That being said… 

Having to have this discussion in the first place is a bit ridiculous. Why should we have to resort to paying more for something as basic as this. 

Here's our scenario that in my opinion is so basic yet ZD is not implementing part of it and putting a paywall for the other part. We have our customer facing portal, and we had a need to give the clients the ability to bump the priority of their tickets if things changed on their end or the impact on their business (custom field) become more severe. We also used this for another custom field labelled “ticket update interval” that influences how often we send them updates.

As most of you know, the feature for an end user to edit their tickets after it's submitted does not exist out of the box. We had to resort to “API kung fu” to achieve this because apparently ZD doesn't want customers to edit tickets once they're submitted. I believe there's existing requests for this but that's besides the point. The point is we had to develop the system further to achieve a basic feature that really should be built in. ZD is a pretty powerful tool and it's great for lots of things but some other things are lacking and it does not always make sense. I'm a huge fan of ZD, I've been the advocate in my organization for the platform but that said, things like what's discussed here in this thread gives me pause.

When our customers are changing the priority of the tickets or the other two fields, I NEED to indicate it in the ticket in a visible way other than a tag or other custom field added that will further clog the interface. I would prefer to add an internal note that has a timestamp that says “Hey this client bumped the priority of the ticket”. I dont' want to have to go through the whole API Kung Fu fight all over again to add a webhook just to do something basic like this. 

I will also say a huge NO to ai. Our organization prides itself in having humans replying to our clients. We are NOT going to go and adopt some AI stuff, we prefer the human factor, yes it means having boots on the ground so to speak but that's what makes us better in our industry. And I did do a trial of the ZD AI features and not only are they feeling as lacking and incomplete, they are just not good enough to justify the steep increase in cost. So putting this behind  paywall is just not ideal, and really it's disappointing considering as others said it is not something that requries ai on other platforms. Also, things such as copilot, chatgpt etc are free and you can achieve most if not all of what your AI solution is providing via other better free options or very small costs.  

I get that ZD is trying to recoup some R&D costs into AI by asking customers to pay for these new features. AI is the cool fad right now, people are all over it but it's also often inaccurate, it's disruptive and it's just not the same as talking to a person. (I'm not even going to go over bots…) Putting basic things behind a paywall that are not really related to AI is not great. ZD is already very expensive compared to other solutions so this AI feature is just an added cost that is a very hard sell to management that is budget conscious, especially since there are many free options out there.

ZD team, we really like your product, it's awesome, please do the right thing and not put simple features behind paywalls, do not remove useful features and put behind paywalls, please understand that not everyone needs AI.