Skip to main content

Add Ticket Note

The "Add Ticket Note" action allows you to append notes to PSA tickets or time entries. These notes can be for internal documentation, public communication, or to trigger specific PSA functionalities.

Why is it useful?

This action is essential for logging information, tracking workflow progress, and communicating outcomes directly within your PSA entities. It helps maintain a comprehensive record of automated and manual actions related to a ticket or time entry.

What It Does​

  • Adds a textual note to one or more specified PSA tickets or time entries.
  • Allows selection of the note type (e.g., Internal, Discussion, Resolution, Custom for Autotask).
  • Can automatically include workflow context (ID and name) in internal notes.
  • Optionally appends a feedback request link to internal notes.
  • For Autotask, supports specific "Note Type" and "Publish" options when using the "Custom" note type.
  • If a time entry is provided, the action automatically finds the associated ticket and adds the note to that ticket.

How It Works​

  1. Input Processing: The action takes a list of PSA entities (tickets or time entries) and a list of messages to be added as notes. Virtually any message can be added as a note, including the output of an AI action. You can also use Build Message for precise control over the note content.
  2. Note Type Selection: You configure the desired note_type. If "Custom" is chosen (Autotask only), you can also specify autotask_note_type_name and autotask_note_publish_name.
  3. Entity Identification: For each message:
    • If the target entity is a time entry, the action resolves its associated ticket ID.
    • If no entity ID is provided with a message, or if a ticket ID for a time entry cannot be found, that specific note addition is skipped.
  4. Note Construction & Addition:
    • The text for the note is prepared.
    • If the note_type is "Internal":
      • The workflow's ID and name are prepended to the note.
      • If ask_for_feedback is enabled, a standardized feedback request link is appended.
    • For Autotask "Custom" notes, the provided autotask_note_type_name and autotask_note_publish_name are resolved to their respective PSA IDs.
    • The action then calls the PSA system to add the constructed note with the specified type and options.

Configuration Fields​

When you add the "Add Ticket Note" action to a workflow, you'll configure the following:

note_type​

Specifies the type of note to add (e.g., Internal, Discussion, Resolution). The available types are dependent on your PSA system. For Autotask, you can select "Custom" to use specific Autotask Note Types and Publish options.

default_messages_for_msp​

The content of the note(s). This field typically receives a list of messages from a previous action (like "Build Message") or can be configured with static text. Each message in the list will be added as a separate note to the corresponding entity.

ask_for_feedback​

If enabled and the note_type is "Internal", a standardized feedback request link will be appended to the note. (default: False) This option is only available when note_type is set to "Internal".

autotask_note_type_name​

(Autotask only, optional) The name of the specific Note Type (e.g., "Internal Note", "Client Update") to use in Autotask. This field is only available and relevant when note_type is set to "Custom".

autotask_note_publish_name​

(Autotask only, optional) The name of the Publish option (e.g., "Internal Only", "All Autotask Users", "Publish to Web") to use in Autotask. This field is only available and relevant when note_type is set to "Custom".

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

credits_consumed​

The number of credits consumed by this action. For "Add Ticket Note", this is typically 0.

Use Cases​

1. Document Smart Actions​

After an AI action like "Ticket Triage" or "Analyze Customer Sentiment" runs, use "Add Ticket Note" to record the AI's findings, decisions, or the raw output as an internal note on the ticket for technician review. Steps:

  1. Find Entities (to get the ticket)
  2. Ticket Triage (or another AI action)
  3. Build Message (to format the output of the AI action)
  4. Add Ticket Note (to add the built message as an internal note)

2. Log Workflow Progress and Outcomes​

For complex workflows, add internal notes at various stages to track what Neo has processed or decisions it has made. This is useful for auditing and troubleshooting. Example:

  1. Find Entities (e.g., tickets matching certain criteria)
  2. Is Reoccurring Issue (checks if the ticket describes a known recurring problem)
  3. Add Ticket Note (logs this information internally)

3. Communicate Information (Indirectly)​

While "Notify Ticket's Contact" is used for direct email notifications, "Add Ticket Note" can be used to add public notes that the customer might see through a customer portal or if the PSA emails them upon note addition (depending on PSA configuration). Steps:

  1. Find Entities
  2. Build Message (crafting a customer-facing message)
  3. Add Ticket Note (setting note_type to a public/customer-visible type)

Best Practices​

  • Define note_type Carefully: Always choose the appropriate note_type to control the visibility of the note (Internal, Discussion, Resolution, etc.) according to your PSA's settings and your desired outcome.
  • Autotask Custom Notes: If using Autotask and the "Custom" note_type, ensure the autotask_note_type_name and autotask_note_publish_name fields exactly match valid, existing Note Types and Publish options in your Autotask setup.
  • Feedback Links: The ask_for_feedback option can be useful for gathering input on automated processes when adding internal notes. Use it strategically where technician feedback is valuable.
  • Referencing Time Entries: When default_data includes time entries, Neo will attempt to find the associated ticket and add the note there. Ensure time entries are correctly linked to tickets in your PSA.
  • Workflow Context: Internal notes automatically include the Workflow ID and Name, which aids in tracking and debugging from within the PSA.
  • Review Event History: Regularly check the Event History on the NeoAgent dashboard to confirm that notes are being added as expected and to troubleshoot any issues.
  • PSA Triggers: Be aware that adding notes (especially public ones) might trigger other workflows or notifications within your PSA. Test accordingly.