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Use the Add Comment to Zendesk Ticket action to post a comment on a Zendesk ticket from within a Workflow. You can add internal notes or public replies, making it easy to automate responses or leave context for your support team.

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Set up the action

1

Add the action

While editing a Workflow, click the + button between existing blocks. Select Add Comment to Zendesk Ticket from the action list.
Selecting the Add Comment to Zendesk Ticket action
Add Comment to Zendesk Ticket action in the Workflow builder
2

Connect your Zendesk account

If you haven’t already, connect your Zendesk account to Cassidy.
Adding a Zendesk connection for the action
3

Rename the action (optional)

Click the action name to give it a more descriptive label, making it easier to reference as a variable in later steps.
Renaming the Add Comment to Zendesk Ticket action
4

Enter the ticket ID

Provide the ID of the Zendesk ticket you want to comment on. You can type a ticket ID directly or reference a variable from a previous step or the trigger.
Entering the Ticket ID field with a variable reference
5

Enter the comment

Type the comment you want to add to the ticket, or reference a variable containing the comment text from a previous step.
Entering the Comment field
6

Select visibility

Choose the visibility for the comment:
  • Internal note — visible only to agents and admins
  • Public reply — visible to the ticket requester
Selecting comment visibility options
Here’s a sample of the type of output you can expect:
Sample output of the Add Comment to Zendesk Ticket action

New ticket trigger

Trigger a Workflow when a new ticket is created.

Updated ticket trigger

Trigger a Workflow when a ticket is updated.