Add a Comment to a Ticket

The “Add Comment to a Ticket” step allows users to update tickets with both Internal Notes and Public Comments. In Zendesk users will often use public replies to directly respond to the end customer, and internal notes to interact with agents or team members about the ticket.

Creating a Public Comment:

Users can create a Public Comment in the ticket by adding True as the input value to the "Public Comment" field in the step.

Creating a Private Note:

Users can add a Private Note to a ticket by putting False as the input to the "Public Comment" field in the step.

Inputs

Connection

This is the integration connection that has been set up between Y Meadows and the user's Zendesk account.

Learn more about setting up and managing connections here.

Ticket ID

The externalId output from a Message Retriever step that is connected to Zendesk will contain the Zendesk ticket ID of the case associated with the current message. This is usually the value that is used in this input.

Author Email Address

This is the email address of the “Author” or agent who is submitting the comment to the Zendesk ticket. N. The input for this is an email address of a user who has permission access to add comments to tickets.

Public Comment

Users can add comments to a ticket with either a Public Comment or Internal Note. For a Public Comment, use True as the step Input, and use False to add Internal Notes.

For True and False, do NOT add quotation marks around these values in the expression editor.

Outputs message

A message about the step's execution that is often helpful in tracking down the cause of any errors. success This will be True if a comment was successfully added and False if one was not.

Zendesk does not handle HTML in the comment field (it will display as plain text with HTML). However, users can Markdown to format messages with the Render Template step and use the output of the step 'renderTemplate' in the Comment field of the Zendesk Comment step.