Zendesk comments or internal notes are fantastic for summarizing steps that have been taken on a ticket that might not be clear at first glance or buried in the event history of the comments. They’re also great for compiling the information necessary before escalating a ticket to a different team. With the Zendesk: Add Ticket Comment steptype, you can automate the writing and posting of these comments to the Zendesk ticket. You can of course write your own message templates here and use rich text to insert other information like images and hyperlinks. You can even do away with obvious notes that need to be overwritten, such as [TYPE SUMMARY OF ISSUE HERE] by using FlowEQ placeholders. This process may feel familiar if you’ve worked with Zendesk Macros before and with good reason, they are quite similar. The key difference is that Zendesk Macros can only render field values held within the Zendesk ticket itself. With FlowEQ, you can render fields from a wide variety of systems, such as a customer’s order number from Shopify, or their Subscription Plan from Recurly.

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Title

If you intend to use this step to ask for input before posting the note, use the Title field to instruct your team or pose a question. For example, “What does Tier 2 need to know before handling?” or “Write a brief ticket summary for Tier 2”. If the agent doesn’t have to give any input, we recommend writing a title like “Writing order shipping details to the ticket …”

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Auto Complete Step

If you just want to add a pre-written note with some variables pulled in (using the button, more on that later), check this box. This will ensure that the note is composed and posted immediately without asking your team for input.

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Use Rich Text for Template

Check this box if you wish to use Rich Text features such as bold, italics and underlined text, images, hyperlinks, code snippets, and code blocks. If left unchecked, only Plain Text will be written into the internal note.

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Enter Plain/Rich Text Template

This is where you post the actual content of the Internal Note. You can use the button to add field variables from every system you have integrated with FlowEQ. This is useful for automatically inserting a customer’s name, order information, product information, and more into your note.
If you want to include a list of decisions made by your team when following the Flow before getting to this step, click the button and select the Decision History variable. Test it out in a Flow with lots of Decision steptypes!

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

Use this feature to prompt your team to write their own text and then automatically add it to the ticket comment before posting. If using this step to write a ticket escalation note, this feature is particularly helpful if you want your team to write their own summary to be placed alongside environment or customer details.
  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.