Post Zendesk internal note
Module · Stable
Put a drafted reply on a Zendesk ticket as an internal note — agents see it, the customer never does.
Adds an internal note to an existing Zendesk ticket. An internal note is visible to agents inside Zendesk and is never emailed to the requester, so a drafted reply can be written automatically and still reach nobody until a human reads it and chooses to send. There is no public-reply action in this package — posting a customer-visible reply is a separate, human-gated capability. Idempotent when source_ref is given: a second call with the same source_ref returns the already-written note’s id instead of stacking a duplicate, which matters because a Zendesk ticket re-fires its trigger on every update and comment. Key it on the customer message, not the ticket — conventionally ‘zendesk_ticket:{{ ticket_id }}:cust:{{ last_customer_msg_at }}’ (the Zendesk ticket trigger provides last_customer_msg_at). A key of just the ticket id means one note per ticket for its whole life: every follow-up draft is silently reused into the first comment and never reaches the desk. Set paste_safe when the note is a reply the agent will copy into the reply box: Zendesk’s composer drops the blank lines between a note’s paragraphs on paste, and paste_safe writes each gap as a line holding a non-breaking space, which survives.
When to use
Section titled “When to use”When a reply has been drafted for a support ticket and should land where the support team will see it — the write-back half of a support-reply copilot. Always pass source_ref, keyed on the customer message, so a retried delivery does not duplicate and a follow-up still gets its own note.
When not to use
Section titled “When not to use”Never as a way to answer the customer — an internal note is not a reply, and this package deliberately cannot send one. Don’t use it to log Routario-side state either; a note is for something the support team should read on the ticket itself.
Inputs
Section titled “Inputs”Configured per use: ticket_id, body, source_ref, paste_safe.
Outputs
Section titled “Outputs”Requires
Section titled “Requires”the zendesk integration
Auto-generated from the skill registry (load_skills()). Do not edit by hand.