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Add Comment to Zendesk Ticket
Add Comment to Zendesk Ticket
Jake Rosenthal avatar
Written by Jake Rosenthal
Updated over a week ago

How to set up and use Add Comment to Zendesk Ticket action

Adds a comment to a Zendesk ticket. Follow these steps:

*For more information on the integration needed, visit the related article in the Integrations collection.

  1. Add a Add Comment to Zendesk Ticket action: While editing a workflow, click the plus button between existing blocks. This will open a modal where you can select from Cassidy's pre-configured actions. Choose the Add Comment to Zendesk Ticket action to add it to your workflow.

  2. Add Zendesk connection: If you haven't already, connect your Zendesk account to Cassidy. This will allow Cassidy to access your Zendesk tickets and update them based on workflows in Cassidy.

  3. Rename the action (if needed): If you want to make the action more descriptive or easier to reference as a variable later, enter a new name.

  4. Enter "Ticket ID": Provide the ID of the Zendesk ticket you want to add a comment to. You can enter the ticket ID directly or reference a variable containing the ticket ID from a previous step or the trigger.

    *Variables are inputs from the trigger, or outputs from previous steps

  5. Enter "Comment": Type the comment you want to add to the Zendesk ticket. You can enter the comment text directly or reference a variable containing the comment from a previous step or the trigger.

  6. Select "Visibility":

    • Internal note: The comment will only be visible to agents and admins

    • Public reply: The comment will be visible to the requester of the ticket

Here's a sample of the type of output you can expect:

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