I am looking to see if I’am missing something, but can action flows access the ticket notes natively or do I need to make a custom API call.
The custom API call uses more API credits, so it’s less appealing, but I have it working.
Question
Action flows- Comments/Notes
If you’re talking talking about adding an internal note that can be done using the update ticket task in an action flow. Just look up the Comment and Comment is public fields.
If you’re talking about looking up the comments in a ticket to take action with base off something then I believe you would need to make an api call and combine that with a custom code step to get to what you are looking for. Another option may be to handoff to a custom agent to get those details. Depending on what you are trying to do handing off to a custom agent may be the better option since the AI can get the ticket comments using the ‘List ticket comments’ action, then parse through them for what you may be looking for and return what you need as output. The downside of using a custom agent is figuring out the setup.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.