Add Public Comments to Zendesk Tickets with Triggers
How can I add a public comment to a Zendesk ticket using triggers?
You can automatically add a public comment to a Zendesk ticket using triggers. This feature allows you to set conditions under which a public comment is added to a ticket, helping to deflect tickets without agent intervention.
To set this up, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Triggers'. Create a new trigger and set conditions such as 'Status | Is | New' and 'Intent | Is |
More related questions
How do I add an internal note to a Zendesk ticket using triggers?
Adding an internal note to a Zendesk ticket using triggers is a great way to provide agents with helpful information automatically. This feature is available with the Advanced AI add-on. To create a trigger for internal notes, go to the Admin…
What are the conditions for using intelligent triage in Zendesk triggers?
When using intelligent triage in Zendesk triggers, it's important to note that certain conditions are required. Intelligent triage conditions do not work with the 'Ticket | Is | Created' condition. Instead, you should use the 'Status | Is | New'…
Why might my Zendesk trigger not run during ticket creation?
If your Zendesk trigger isn't running during ticket creation, it could be due to the conditions set in the trigger. Intelligent triage conditions don't work with the 'Ticket | Is | Created' condition. To resolve this, use the 'Status | Is | New'…
Can I use Zendesk triggers to send automated replies via messaging channels?
Currently, Zendesk triggers can add public comments to tickets, but sending automated replies via messaging channels requires additional setup. The 'Notify by' feature is used for email notifications, but not for messaging. To send notifications…
Is the 'Internal Note' trigger action available without the Advanced AI add-on?
The 'Internal Note' trigger action in Zendesk is only available with the Advanced AI add-on. This feature allows you to automatically add internal notes to tickets based on specific conditions. If you don't have the add-on, you might consider using…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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