Workflow blocks
Add Comment / Reply
Add a public reply or internal note to a ticket
zendesk/add-comment — Add a public reply or internal note to a ticket.
Where it appears
The Add Comment / Reply block lives in the Integrations group of the Workflow Builder. Connect the Zendesk integration before adding it.
Fields
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
ticketId | text (supports references) | Yes | — | Numeric Zendesk ticket ID to comment on. Use a literal number or <StepName.field> to reference an ID from upstream. |
comment | text (multi-line, supports references) | Yes | — | Markdown is rendered to Zendesk HTML: bold, lists (- ), blockquotes (> ), links ([label](url)). Single newlines preserved as line breaks. Avoid # headers — use bold instead. |
public | select | No | true | Whether the comment is sent as a public reply visible to the customer or as an internal note visible to agents only. Options: true, false. |
authorId | select | No | — | Pick a Zendesk agent/admin, choose Current User (assist workflows only), or reference an upstream variable. Leave blank to inherit the brand or organization default. |
Inputs and outputs
Inputs are the configurable fields above. The block produces these outputs:
Outputs
Reference an output downstream with <Add Comment / Reply.field>.
| Name | Type | Description |
|---|---|---|
success | boolean | Success status |
ticket | json | Updated ticket (object — fields: id, subject, description, status, priority, type, tags, requester_id, assignee_id, group_id, custom_fields, created_at, updated_at) |
error | string | Error message if failed |
Example
A minimal configuration for this block:
{
"type": "zendesk/add-comment",
"config": {
"ticketId": "<PreviousStep.field>",
"comment": "<PreviousStep.field>",
"public": "true"
}
}Limits and failure modes
- Requires a connected Zendesk integration. Calls fail if that integration is disconnected or its authorization has expired.
- Required fields (
ticketId,comment) must be set, or the block fails validation before it runs. - On failure the
erroroutput is populated; downstream blocks that reference other outputs may not receive values.