Automation trigger for new internal comments
This feature request proposes adding a new event trigger to the automation engine that activates whenever a new internal comment is added to a ticket. Currently, automations are largely limited to public updates, but this addition would allow for seamless internal workflows—such as notifying specific team members or updating ticket metadata—based exclusively on private technician notes without alerting the end-user.
Philipp Miller
shared this idea
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Jorge Marafuga
commented
This would help so much to cut down on system messages that go to the end users unnecessarily. Many of our automation rules that run just to sort tickets across groups are based on last comment, and until this is implemented it has to be public comments.
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James King
commented
automation to add a comment into a ticket i.e. security documentation for tech to follow for incident response when specific trigger is met
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Jorit Neugebauer
commented
How am I supposed to know that a co-worker added a comment unless he tells me or I have a look into the ticket again? By that it is mandatory to have this function.