Stephanie Fleming

Hello! I am trying to set up a trigger so that when a light agent makes an internal note the status changes to open. 

An artice has been suggested in these comments. It no longer exists. https://support.zendesk.com/hc/en-us/community/posts/360000925927-Set-ticket-to-open-when-a-light-agent-post-an-internal-note

This community thread was then suggested, but the suggested trigger comment was removed. https://support.zendesk.com/hc/en-us/community/posts/5928020321178-Is-there-a-way-to-set-that-when-a-light-agent-makes-an-internal-note-on-a-ticket-it-will-set-the-ticket-to-open-if-it-is-on-pending-or-on-hold

Please advise on how we can set up this trigger so internal notes do not get missed! Thanks! 

Hi, Phillip! We know that light agents are not able to change the status. This is why we are wanting to set up a trigger so that when they do make a comment, it changes the status to open (if in pending or on hold). It looks like a suggestion was on this thread at some point and then deleted. Are you able to share the desired trigger that others said was successful? We are having the same issue that internal notes are not being seen because the status does not change. Thanks!