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 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: 

https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

Method: PUT

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

Actions:

- Notify Target - Target Name

- Message - Add your message

- Add tags - "suspended_account_redirect_to_finance"