Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, but not under a name like "add comment", which is why people cannot find it. The action for a public comment is Ticket > Autoreply, and for an internal one it is Ticket > Internal note. Placeholders work in both, so the text can carry ticket data.
Which action adds a comment: public or internal?
Internal note is safe and what you want most of the time: a note recording that a rule did something, visible to agents only.
Autoreply reaches the customer as a message from you. A trigger with slightly wide conditions posts to every matching ticket, and each one is an email that cannot be recalled. Test with a tag condition on a ticket you control, then widen.
A comment is not a notification
They are different mechanisms and the action lists are separate. A comment is added to the ticket, and if it is public it is emailed as part of the conversation. A notification is sent without adding anything to the ticket, and those actions live under Notify by: User email, Group email, User text, Group text, External target and the rest.
So for a message that belongs in the conversation, use a comment. For a heads-up to a group, use Notify by > Group email, or the ticket fills with internal chatter the customer's thread never needed.
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