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 trigger and an extension to achieve this.
An example use case where this might be useful as follows:
A specific customer organisation has been suspended due to non-payment and the admins would like to instruct the agents to; 1. Not action further enquiries 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"
