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.
3
votes
Philipp Miller
shared this idea
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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.