Create internal Comment via workflow builder
Hello :-)
I just want to ask if there is a way to add a comment via the workflow builder which is not public. Maybe via command or something else?
We are using the Helpdesk feature and I want to put certain information in a internal comment so that it is not visible to the costumer.
Is there a way to do such a thing via GUI? Because my programming skills are quite … not there.
Best regards,
Gerrit
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Hi Gerrit. If you specify the “Add a comment” action (see the below) in the on-change rule created in the workflow constructor, the comment added this way will be an internal comment in the helpdesk ticket, even when the change that triggered this rule was executed by a support agent. So you don't need to worry about comments added this way going public.
Hey Stanislav! Stanislav Dubin
Very very cool. Thank you. Oh man, I should have just tested it, then I wouldn't have bothered you. Thanks for the tip :)
Best regards, Gerrit
Edit: The comment written by the workflow appears in YouTrack just fine. But is not synced via the Zendesk Integration to zendesk. All other internal comments I make myself manually are synced to zendesk as internal comments.
Hi Gerrit! Sorry for a late comeback, but we've had to prioritise other requests lately. Regarding the last thing you mentioned:
Our QA team has confirmed that this is a bug, and we've created a public issue about it: JT-79062. Feel free to vote for it or subscribe (by star-marking) to receive updates.