By default in Zendesk business rules, there's currently no way to add an internal note to a ticket from an action. We've got a handy workaround for you using a trigger and an extension to achieve this.
Here's the example use case we have based the below on:
A specific organisation has been suspended due to billing reasons and the admins would like to instruct the agents to; 1. Not action the request and 2. Redirect the ticket request from this organisation to the finance group.
For the Extension (target):
Set a URL for the ticket like this:
Attribute Name: ticket[comment][body]
Authentication: You'll need to set up a separate automation licensed user, or use a current licensed agent. Whichever you decide to use, that user will show up in the ticket as the agent commenting.
For the Trigger:
You can set up a trigger like the example below.
Meet ALL Conditions:
- Ticket is Created
- Organisation is XXX
- Notify Target - Target Name
- Message - Add your message
- Add tags - "suspended_account_redirect_to_finance"