How to add a ticket comment in Zendesk

The built-in Zendesk Macros are great for when your team knows exactly which macro you need and has all the information in various ticket fields. But what if your colleague is new and doesn't know which macro is best, or if some of the information you need is held outside of Zendesk, like in Shopify or Recurly? 

This is where FlowEQ shines. With the Zendesk: Add Ticket Comment steptype, you don't have to choose between convenience and flexibility. With a well-built flow, you can direct your team to the right template and pull in data from other systems outside of Zendesk that you integrate with FlowEQ - all without prior knowledge or leaving the ticket.

No more accidental "[DELETE THIS TEXT]" block in message templates! This step will take care of all that for you.

Configure the steptype in Flow Builder

Title

This shows in the Sidekick app when your team reaches this step. If you're asking your team to enter text, you can use the title "Write customer response". If you're setting this to autocomplete we recommend the title "Emailing response to customer..."

Auto Complete Step?

Check this box if you want this step to send a message to the customer exactly how's it configured. If selected, the step won't give your team time to enter in their own text. Leave it unchecked if you want to give your team a chance to contribute.

Default to Public Comment?

If you'd prefer for this text comment to be posted as a Public Reply to the customer, rather than an Internal Comment, check this box.

Use Rich Text for Template?

Zendesk defaults to sending messages using Plain Text unless told otherwise. If you want to use any Rich Text features, such as bolding, italics, underlining, hyperlinks, or in-line images, check this box.

Enter Plain/Rich Text Template

This is where you write the contents of the internal comment. Use the ➕  button to pull in field values/variables from the Zendesk ticket, or any other integrations you have set up with FlowEQ. This is used to help minimize how much your team needs to type in the comment.

(Optional) Add fields for the rep to manually populate in Sidekick

This is how you can prompt your team to enter more text before it's added to your comment. A good example of this would be if your comment takes care of most of what the message needs to convey, like "Here's your order number" or "Please use this shipping label". But with the Placeholder Values, you can ask your team to enter their own text, such as a personalized sentence, so that it doesn't read like any old macro reply to the customer.

1. In the Label box, type in the writing prompt for your team to follow. For example, "Write a brief summary of the customer's issue"
2. To place your team's text within the body of the ticket comment, move the cursor to the part of the template where you want your colleague's text to be entered, then click Insert Placeholder #1
3. Repeat Steps 1 and 2 for any additional text you want your team to enter.

Run the steptype in Sidekick

When your team reaches this step type in your flow and if you have left the Auto Complete Step? box unchecked, they will see the composed ticket comment with any variables filled in.

Here they have the option of making edits to the comment, before clicking SUBMIT COMMENT to post the comment into the ticket.