Forums/Documentation/Agent Guide

Creating a Web portal article based on a ticket

Jennifer Rowe
posted this on April 10, 2012 16:21

You can create an article in your Web portal from an existing ticket. For example, if you put detailed information in a ticket comment, you can easily create an article with that information on your Web portal. The new article will be pre-populated with details from the ticket and ready for you to edit before posting.

Tickets don't support posting to the Help Center yet.

Note: You can turn an article in your Web portal into a ticket if you need to. For more information, see Creating a ticket from a Web portal article.

To post a ticket as an article on your Web portal
  1. Open the ticket that you want to make an article.
    Zendesk Classic: If you opened a ticket that is New, Open, Pending, or Solved (not Closed), click Submit in the ticket. You do not have to make any changes before submitting.
  2. Click Ticket options in the bottom toolbar, then select Copy to forum.



    Note: This option is not available if you started using Zendesk on or after August 21, 2013, or if you activated the Help Center.

    Zendesk Classic: If you opened a Closed ticket, click Post to forum at the bottom. If you opened a ticket that was New, Open, Pending, or Solved, click Post as forum topic at the top.
    A new Web portal article opens, pre-populated with details from the ticket. The body text includes a link to the original ticket and all comments from the ticket.
  3. Make any edits to the article you'd like.

    The body text includes all comments from the original ticket, so you'll probably want to clean it up to make it an article.

  4. Click Add.

    The new article is added to your Web portal.

 

Comments

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Patrick McCrann

I am in the Beta/Lotus view and I don't see the option to submit any ticket to the forums? Here is what I see...thanks for your help! http://www.screencast-o-matic.com/watch/clfZIHCXJ

April 24, 2012 06:47
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Jennifer Rowe
Zendesk

Hi Patrick,

I'm sorry but I can't see your screenshot right now (there's a problem with the plug-in I need), but there are two important things here--maybe this will help.

  • This option is not currently available in Lotus, so if you are in Lotus, click the Manage icon on the left side, then select Views to open a ticket. This basically puts you in the Classic admin UI (in a Lotus wrapper).
  • Make sure you click Submit to update the ticket (even if you don't make any changes), then you should see the option you need at the top. (If you opened a Closed ticket, you don't need to click Submit--the Post to forum option is at the bottom.)

Hope that works! Let me know.

April 24, 2012 09:09
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Thomas Bohonan

Is there a way to make private comments show up in the body text?

May 09, 2012 14:31
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Jennifer Rowe
Zendesk

Hi Thomas,

No, sorry, there's no setting for including private comments when you convert a ticket to a forum post. As a workaround, you can copy the private comments and manually add them to the forum post after you create it.

Hope that helps!

May 22, 2012 16:10
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Joellen Carter

Jennifer,

Is there any indication on the ticket that it was converted to a forum post?  I'm wondering how to avoid duplicate posts.

Thank you --

JoEllen

August 03, 2012 08:50
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Jennifer Rowe
Zendesk

Hi Joellen,

The ticket itself does indicate at the top that it was converted from a forum post and there's a link to the post. There's no indication in the post itself.

Hope that helps!

Jennifer

August 20, 2012 10:18
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Antonio Manuel Muñiz

Hello Jennifer,

When copying a ticket to a forum, is there a way to copy attachments also?

 

Thanks,

Antonio.

March 14, 2013 02:05
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Jennifer Rowe
Zendesk

Hi Antonio,

No, sorry, when you create a forum topic from a ticket you have to manually add any attachments to the topic. They are not automatically copied from the ticket.

March 14, 2013 10:27
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John Cox
epoint

Hi,

How about converting a ticket to a post in an existing forum topic?

Thanks!

March 26, 2013 15:07
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Levi Beckner
flightoptions

Is there a way to use triggers, automations, or macros to "push the button" and convert a ticket to a forum post?

Thanks,

April 06, 2013 05:30
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Dave Dyson
Zendesk

Hi John and Levi - 

Unfortunately, we don't currently provide the ability to copy a ticket to a comment in an existing forum topic, or to automate the process of copying a ticket to the forums.

April 06, 2013 10:24
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Bruce Hoins
helpdaz

I am guessing that this is local only, so doing this for a topic that is, for example, shared with Jira, will not have the forum post receive Jira responses and vice versa. 

April 15, 2013 13:21
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John Cox
epoint

We have a lot of feature requests that come in via email, so they end up as support tickets. It would be great to be able to easily convert those into forum posts or comments on other forum posts so that we can direct the conversation around features to the discussion forum.  

April 15, 2013 13:28
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Brandon K.
Zendesk

Hey John,

Does the copy to Forum feature explained in this article not work for you with your feature request tickets? Although you cannot post a ticket to an existing article as a comment, you definitely could create a new article in the feature request forum using this feature. If you give me your specific workflow and how this feature is not compatible with it I might be able to offer a workaround.

April 19, 2013 14:09
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Amado Hidalgo
Kaseya Support

Hi There

 

When is the Copy Ticket to Forum functionality going to be available with Help Center? This is a key requirement for us.

 

Thanks

 

September 25, 2013 05:18
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Emily
Zendesk

Hi Amado,

 

While we don't have a firm date for the launch of new Help Center features, you can subscribe to our Announcements Forum for updates!

September 26, 2013 15:05
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Jon

Any plans on adding the ability to bring attachments in when "copying to forum".  This would save so much time.

 

Thank you,

October 24, 2013 10:30
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Laura D.
Zendesk

I know we have plans to allow tickets to be turned into forums articles for Help Center (see this list), though I don't know about attachments. It might be more complex than it seems due to emoji and Markdown in tickets and HTML in articles, but I can see why it would be useful, we'll have to see!

October 28, 2013 16:55
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Timothée Hostettler

Hi, any news on the possibility to add a ticket in the Help Center ?

February 06, 2014 00:51
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Laura D.
Zendesk

No, nothing yet for converting a ticket to an article in Help Center - still planned but no timeframe. 

February 06, 2014 09:51
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Stefan
soko

When will add a ticket in the Help Center be available?

 

April 08, 2014 02:27
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Emily
Zendesk

Hi Stefan, 

While it's not officially available in-product for Help Center, you can use this unofficial app, created by one of our awesome team members, to turn ticket comments into forum posts. To use the app, you'll also need to be signed up for the Help Center API beta

April 08, 2014 12:13