Creating a Shortcut to Add Comment in ticket as Text, not an Attachment

  • 25 January 2023
  • 2 replies

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I am trying to create a shortcut for our Close Ticket/No Contact tickets as it will save time. 

I am trying to create the shortcut with the steps below:

Shortcut -> New Shortcut -> Name the Shortcut -> Ticket, Add Comment


I am looking to update the ticket with a comment in the ticket, though when I try this way, it is only letting me attach a document, not update the ticket with text.

Is this the only way Add Comments currently work? We do have some shortcuts that update as a ticket comment/text though I do not see any properties to mimic off of those shortcuts. Anyone have any suggestions?

Bonus points for updating the ticket with text and closing the ticket at the same time.


Best answer by Kathryn Carter 27 January 2023, 19:43

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2 replies

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As you can see there is no Comment Input Box for the text….

Userlevel 7
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@jdeangelis Thank you for submitting your question. I have been doing some research and it looks like this is the intended functionality. 

To add text, would be a great idea to add to our Idea Exchange.

I am tagging some of our top users this week to add their work arounds and expertise into this thread. 

@nburke @SMillsTVSD @bbeaudette @lpreedom 

Do y’all have any work around suggestions?