Announcing an update the internal note trigger action

Announced on | Rollout start | Rollout end
September 4, 2025 | September 4, 2025 | September 8, 2025

Zendesk is excited to announce improvements to the way internal notes added to tickets by triggers are attributed.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, internal notes added by ticket triggers were attributed to the ticket assignee at the time the trigger fired. This release changes that so they are more accurately attributed to the system user in the ticket events and reporting.

For more information, see Automatically adding comments and internal notes to tickets using triggers.

Why is Zendesk making this change?

Zendesk recognizes the importance of work being correctly attributed to the people or systems performing it. This update makes the more reliable for auditing, compliance, and reporting.

What do I need to do?

No action is required. This update is automatically available to everyone using the internal note ticket trigger action. However, if you implemented a workaround to avoid the mis-attribution of internal notes prior to this update, we recommend rolling them back.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.