Automatically adding comments and notes to tickets using triggers


You can create triggers that automatically add public comments and internal notes to tickets. Public comments can deflect tickets without requiring agent intervention. Internal notes can provide agents with helpful process reminders or other information. Either way, your support team saves time and effort.


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Location: Admin Center > Objects and rules > Business rules >
Triggers

You can create triggers that automatically add public comments and internal notes to
tickets. Public comments can deflect tickets without requiring agent intervention.
Internal notes can provide agents with helpful process reminders or other information.
Either way, your support team saves time and effort.
This article contains the following topics:

Considerations when automatically adding comments and notes to tickets
Automatically adding comments and notes to tickets
Example: Automatically adding a public comment to tickets received outside of business hours
Example: Automatically adding an internal note to tickets about data loss



Considerations when automatically adding comments and notes to tickets

Consider the following limitations and behaviors when using triggers to automatically
add comments and internal notes to tickets:
Internal notes added by triggers are attributed to the system user.
Comments added by triggers are attributed to the ticket's current assignee.
If the ticket is unassigned, comments added by triggers are attributed to
the system user.
If the current user is a light agent, a trigger's autoreply actions are
suppressed because light agents don't have permission to add public comments
to tickets.
All ticket triggers run when a ticket is created or updated. However, a
maximum of one comment and one internal note can be automatically added by a
trigger per ticket event. This means, if you have multiple triggers with
autoreply and internal note actions, even if the ticket meets the conditions
for all of them, only one comment and one internal note will be added to the
ticket.
To prevent unintentional interactions between trigger actions that have a
Ticket > Ticket | Is | Created condition, it's a best practice
to create a separate trigger for the autoreply action, apart from the other
actions. Remember that ticket triggers run and fire in order, so
unexpected interactions might still occur if the autoreply trigger is in the
middle of the list. See Reordering ticket triggers.
In the ticket event history, internal
notes and comments added by triggers are labeled with the trigger that added
them.
In the ticket event history, internal
notes and comments added by triggers can appear out of order because the
events are processed asynchronously.
Internal notes and comments added by triggers aren't supported when an agent
forwards a ticket with a comment. See Why don't my autoreply trigger actions
run on forwarded tickets?





Automatically adding comments and notes to tickets

Using ticket triggers to add comments to tickets, whether they're visible to end
users or only to agents, is done the same way any other actions are defined for
ticket triggers.

To create a trigger to add comments or internal notes to tickets
In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.

Create or edit a ticket trigger.
Click Add condition to set up the trigger to meet All or
Any conditions.
Click Add action and set the actions that occur when the trigger's
conditions are met. In this case, include either or both of the following
options:


Ticket > Autoreply to add a public comment, visible to
agents and end users

Ticket > Internal note to add an internal note, visible
only to agents
Note: A single trigger can apply
one of each of the options above.



Under Reply body, enter the text of the comments or note the trigger
will add to tickets.
Note: To create line breaks in your reply body, press
Shift + Enter. If you only press Enter, it will look
like a new line in the text editor, but won't be reflected as a line
break in the ticket comment.

Click Create trigger.





Example: Automatically adding a public comment to tickets received outside of business hours

You can create a ticket trigger that automatically adds public comments to tickets.
If the Notify requester and CCs of comment update
standard ticket trigger is activated, the requester and any CCs are notified of the
comment via email.
In the example below, the ticket trigger is configured to check whether the ticket
was received during your configured business hours. For tickets that are created outside of
business hours, you can create an automatic reply that informs them when they can
expect a response and directs the requester to any self-service resources that might
help them resolve the issue themselves.


Tip: Autoreplies can fulfill SLAs. See Defining SLA
policies.

To add a public comment using a ticket trigger


In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.

Click Add trigger.
In Trigger name, enter a name for the trigger, such as Automatic reply
for requests outside of business hours.
(Optional) Enter a Description and Category for your trigger.
In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:

Ticket > Status | Is | New


Ticket > Agent replies | Less than | 1


Ticket > Within business hours? | No



Under Meet ANY of the following conditions, add the following
conditions:

Channel | Is | Email

Repeat the condition above for additional channels

Tip: These conditions ensure that
autoreplies apply only to tickets created through certain
channels. For example, you might not want autoreplies to apply
to messaging tickets, which are created when a user requests to
speak with an agent.




In the Actions pane, add Autoreply and enter the following
Reply body: Thanks for reaching out. We've received your
request and appreciate your patience. Our customer support team will get
back to you during our business hours: Monday - Friday, 8:00 am to 5:00
pm ET. In the meantime, you can check out our help center.

Click Create.




Example: Automatically adding an internal note to tickets about data loss

You can create a ticket trigger that automatically adds an internal note to tickets.
In the example below, the ticket trigger is configured to look for keywords in the
ticket's subject and comment text that indicate the customer is experiencing a loss
of data. Time is often a big factor in successful data recovery, so the trigger sets
the ticket's priority to Urgent and adds an internal note reminding agents to use
the expedited ticket escalation process.
To add an internal note using a ticket trigger


In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.

Click Add trigger.
In Trigger name, enter a name for the trigger, such as Automatic reply
for data loss fast-track.
(Optional) Enter a Description and a Category for your trigger.
In the Conditions pane, under Meet ANY of the following
conditions, add the following conditions:

Ticket > Status | Is | New


Ticket > Agent replies | Less than | 1



In the Conditions pane, under Meet ANY of the following
conditions, add the following conditions:

Ticket > Comment text | Contains the following string |
data loss


Ticket > Subject text | Contains the following string |
data loss



In the Actions pane, add the following actions:

Ticket > Priority | Urgent


Internal note For the Reply body, enter Data loss can
be a critical and time-sensitive problem for our customers. Make
sure to follow the fast-track escalation process.



Click Create.



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