Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, and the choice between a public and an internal comment is the whole question, because a public one is an email you cannot recall.
How
Add the comment action to the trigger and write the text. Placeholders work, so it can carry ticket data.
Public or internal
- Internal. Safe, and what you want most of the time. A note recording that a rule did something, visible to agents only.
- Public. Reaches the customer as a message from you. Use sparingly and read it twice.
The risk with public comments
A trigger with slightly wide conditions posts to every matching ticket, and each one is an email. There is no recall.
Test with a tag condition first, on a ticket you control, and only then widen.
Comment or notification
They are different. A comment is added to the ticket and, if public, emailed. A notification is emailed without adding anything.
For a message that should be part of the conversation, use a comment. For a heads-up to a group, use a notification, otherwise your ticket fills up with internal chatter the customer's thread does not need.
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