Automatically perform "Make this comment an internal note" action on new tickets? | The place for Zendesk users to come together and share
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Nikki11
December 10, 2023
Question

Automatically perform "Make this comment an internal note" action on new tickets?

  • December 10, 2023
  • 1 reply
  • 24 views

Hi ZD community!

Our website automatically creates tickets in our system when guest complete a function on their check in form.

Currently - the new ticket is created with the content as a public comment.

Is there any way a trigger / automation can be made for the system to recognize when these tickets come in (which can be done by unique identifiers I already have in place) and then do the "Make this comment an internal note" action that lives under the "Events" drop down?

This way - when our agent replies - they will not see this original system generated content.

Thank you!

:)

 

1 reply

Mike53
Mike53Employee
Employee
December 11, 2023
Hi Nikki!
 
We currently have a product feedback going on for this request: Add internal notes as part of ZD automation
 
You can create a webhook and use a trigger for it to work:
 
URL endpoint would be tradewindes.zendesk.com/api/v2/tickets/12172888
 
Then you can use this JSON sample to set your message as an internal note:
 
{
"ticket": {
"comment": {
"html_body": "This is an internal comment",
"public": false
}
}
}
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