Create a private comment automatically
已于 2019年6月06日 发布
Step One - Create a URL Target
By creating a URL target as below (settings/extensions/add target/URL target) this will allow you to set a trigger to carry out a certain action upon the ticket that the trigger or automation ran on.
URL: https://domainname.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false+
Method: PUT
Attribute name: ticket[comment][body]
Save the URL Target to something like "Auto Private Comment" and then you can use it as a target using the NOTIFICATIONS: Target trigger option.
Step Two - Create the trigger
Now set up your trigger or automation with your relevant trigger options. In the 'actions' section you can select the 'notifications: Notify Target' option and select the target you created in step one.
Next, add the comment you want to be posted for example:
CUSTOMER HAS RECEIVED 24 HOUR NOTIFICATION EMAIL.
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<p>Hi {{ticket.requester.first_name}}</p>
<p>We just wanted to see if you have had time to take a look at our recent email? We haven’t heard back from you and wanted to make sure we hadn’t missed you.</p>
<p>If you want to get in touch with any questions or comments you may have when you get a moment, or if you want to let us know if you need a little more time to digest the information, just hit reply. </p>
<blockquote>{{ticket.latest_public_comment_formatted}}</blockquote>
This comment will now be added as a private comment whenever the trigger actions run.
It's excellent for setting reminders for agents who aren't using email much as it will reopen in their views. And also good for keeping track of automated messages sent to customers without needing to interpret the 'events' section of the ticket view.
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32 条评论
Iryna Haida
Proactive Campaign works great. It allows me to create both private and public comments automatically. I tried many things that I found in the community, but only this app does what I need without failure.
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Iryna Haida
Proactive Campaigns indeed allows the creation of private comments automatically. Furthermore, it allows to create public comments automatically. With just a few clicks, I successfully configured all needed automated private notes, bypassing the need for intricate settings.
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Dima La
Hello All,
We finalising the automations for Zendesk inside Proactive Campaigns app.
The new feature will help you setting up follow-upі and other automated emails right from you Zendesk.
Email campaigns + transactional emails in one place - your Zendesk.
Stay tuned!
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Gavyn Piver
Sorry, Didn't get notified of this comment, but I figured it out a few days ago.
I had the trigger search for tickets without a specific tag, then add the tag 'alert' along with the private comment so that the trigger stops the loop.
Thanks
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Eric Nelson
Can you show us a screenshot of your trigger? Most likely you don't have a nullifying condition so it's just continues looping.
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Gavyn Piver
The error after a while was "Too many requests". I just want to request once.
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Gavyn Piver
I was able to get this to successfully add a private comment, but for some reason it adds it 15+ times. I just want it once. Any ideas?
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Flair Customer Support
When I try this I'm getting a target error:
HTTP/1.1 401 Unauthorized
I've entered my username and password into the URL Target.
Anything else I need to do?
Kev Walsh any ideas?
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SFP BOT
You aint wrong jack :-)
Although once the initial URL target is set up the "notify target" command is effectively acts the same as a "set private comment" option would. You don't need to create the target link everytime you want to create a new private comment trigger. so not a massive faff.
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Jack
Seems like this would be so much easier if Zendesk just added 'set private comment' as an action choice for a trigger. Seems like a lot of hoops to go through for a simple task.
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