How to add an internal note to a ticket via a business rule

By default in Zendesk business rules, there's currently no way to add an internal note to a ticket from an automated action. We've got a handy workaround for you using a webhook and trigger combination to achieve this. 

An example use case where this might be useful is as follows:

A specific customer organisation has been suspended due to non-payment and the admins would like to instruct the agents too:

1. Not action further enquiries
2. Redirect the ticket request from this organisation to the finance group.

Creating the webhook:

1. In Admin Center, click the Apps and integrations icon () in the sidebar, then select Webhooks > Webhooks.
2. Click Actions and select Create webhook.

Endpoint URL:  https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Request method: PUT

Request Format:  JSON

Authentication: Basic authentication

Note:

1. You'll need to set up a separate automation licensed agent or use existing licensed administrator credentials. Whichever you decide to use, this user will show up in the ticket as the agent posting the internal comment.
2. You can use an API token as the password for basic authentication with the format below. Follow the steps on the Zendesk help centre article on Generating a new API token here.
   • Username: emailaddress/token
   • Password: API token

Connect the webhook to a trigger:

You will need to connect your newly created webhook to a trigger so the internal note can then be posted to tickets based on the conditions set. 

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. Create a new trigger or edit an existing one by hovering over the options icon () and clicking Edit.
3. For triggers, under Actions, click Add action. Select Notify webhook and then select your webhook. Click Save after you have filled out all of the trigger settings.

Meet ALL Conditions:

• Ticket is Created
• Organisation is XXX

Actions:

• Notify active webhook = Webook Name
• JSON body =

{ "ticket":
 {"comment":
  { "body": "*****THIS IS A SUSPENDED ACCOUNT*****\n\nPlease do not action the request from the customer and redirect the ticket to Finance immediately",
    "author_id": 374184768734,
    "public": false, 
    "updated_stamp": "{{ticket.updated_at_with_timestamp}}",
    "safe_update": true
   }
  }
}

Note: You will need to update the 'body' & author ID. The author ID is a Zendesk Agent user ID

• Add tags = "suspended_account_redirect_to_finance"

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