Ben L

We’re now ⅓ of the way into Q1 and I think it’s fair to ask when we can expect to have the private comment trigger feature back in place? Please?

 

Hey Jon Thorne —

Yeah, it’s kind of buried, but if you look up at Joel Cohen’s Comment on Jan 7, you’ll see this—

Hi All - I wanted to provide an update on this. Based on all your feedback, we are removing the add internal notes and public reply trigger actions from the Advanced AI add on and making it available for all customers. We hope to do this sometime in Q1. Thank you all for the valuable feedback, please keep it coming!

I'm glad to see Zendesk reverse their decision on this. This was a simple feature I've used before at a previous company, and today, I wasted 30 minutes scratching my head first trying to remember how to do this, and then after wondering what possible reason there could be for moving this functionality under AI. 

Zendesk Team, I put my reputation on the line to select you as a vendor, and reading through all the comments in 2024 has really made my heart sink. Don't get me wrong—I'm glad you've recognized your mistake and reversed your decision, but the fact that somebody over there arrived at this decision in the first place really worries me.

For the product managers out there reading this, here's my use case:

I'm using a trigger to create a private message in a newly created ticket that advises agents of a potential high-risk/fraudulent order based on two end-user custom fields. It's the clearest, easiest way to provide direction to our agents, and I'm currently blocked by Zendesk until this feature is re-released.

Thank you.