Sometimes it is helpful to add an internal comment to a Zendesk ticket to make things transparent for agents (i.e. when a Routing happenend automatically in the background).
To do so it is possible to use an extension + Trigger which notifies the internal Zendesk API.
Create Extension / HTTP-target
In the field URL use the following:
Trigger to create internal comment
Here the internal comment get's created, when adding a tag internalnote1
In order to prevent it from executing multiple times an additional tag internalnote1_added is created.
- Ticket is updated
- Tag contains - internalnote1
- Tag does not contain - internalnote1_added
- Notify freshly created "target"
- Add tag "internalnote1_added"