As of February 5, 2025, Zendesk now allows you to add a public reply or an internal note to a ticket using a trigger action—eliminating the need for webhooks. This simplifies automation and makes it easier to set up business rules for ticket responses. 

For more details, refer to Zendesk’s announcement: Announcing the general availability of autoreply and internal note actions in ticket triggers

We'll cover the following topics below in this guide: 

• Key Benefits of the New Trigger Actions
• How to Add a Public Reply or Internal Note Using a Trigger
• Example Use Cases

Key Benefits of the New Trigger Actions

• No webhook required – Reduces setup complexity.
• Native functionality – Fully integrated into Zendesk's trigger system.
• Faster processing – Eliminates potential delays caused by external webhook execution.
• No more race condition errors - when a ticket gets updated by business rules and the API at the same time and the webhook fails. 

How to Add a Public Reply or Internal Note Using a Trigger

1. Navigate to Admin Center > Objects and rules > Business rules > Triggers.
2. Click Add trigger to create a new trigger.
   1. Trigger Name = enter a relevant name, such as Auto Public Reply on Ticket Creation.
   2. In the Conditions section, define when the trigger should run. For example:
      • Meet ALL of the following conditions:
        • Ticket is created
        • Ticket status is Open

Set the Trigger Action

1. Under Actions, click Add action.
2. Select either:
   • "Ticket > Autoreply" – for an automated response visible to customers.
   • "Ticket > Internal note" – for an internal comment visible only to agents.
3. Enter the response text that should be added when the trigger fires.
   • (Optional) Use placeholders like {{ticket.requester.name}} to personalize the message.
4. Click Save to finalize the trigger.
   • Ensure the trigger is enabled.

Test the trigger by creating a new ticket that matches the conditions.

Here's an example of what the internal note action might look like:

Example Use Cases

• Auto-responses for common inquiries – Send a standard public reply when a ticket is created with a specific subject.
• Internal agent notes – Automatically add instructions or escalations when a ticket meets certain conditions.
• SLA alerts – Notify agents via an internal note when a ticket reaches a critical status.

With this new native functionality, automating ticket responses in Zendesk is easier than ever. By removing the need for webhooks, this feature streamlines setup and improves system performance.