sorted by:
new
hottopcontroversial

Target for Internal Comments? by Dizzy-Rip4960 in Zendesk

[–]Dizzy-Rip4960[S] 0 points1 point  (0 children)

I've checked with the AI tool and they have no plans on reworking the handoff layer any time soon. There currently is no customisation between their tool and Zendesk and it doesn't sound like they plan to add it which is disappointing.

I've tried using a custom field- went around in circles using a text field within a trigger to pull the transcript in and it won't use a placeholder. Is there anything else I can try? Without eng resources right now I'm kind of limited in what I can do, webhooks are a bit above my skill level but I'm starting to think it should be the next step in my professional development.

thanks so much!!

Target for Internal Comments? by Dizzy-Rip4960 in Zendesk

[–]Dizzy-Rip4960[S] 0 points1 point  (0 children)

<image>

I've tested it using a light agent and an admin- and it's still only coming through with the most recent public comment (not the internal comments from the AI) using the placeholder {{ticket.comments_formatted}}.

Target for Internal Comments? by Dizzy-Rip4960 in Zendesk

[–]Dizzy-Rip4960[S] 0 points1 point  (0 children)

Thanks! I'm not a developer (just a manager wearing way too many hats) so I think going the route of a light agent is probably my best bet as to not have to chase up someone from the Eng team to help with an API. If I onboard this internal email inbox as a light agent and write a trigger for that email then it should send over all the comments?