Creating a Web portal article based on a ticket

Creating a Web portal article based on a ticket

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.

Zendesk Classic: 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.

Have more questions? Submit a request

Comments

  • Avatar
    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

  • Avatar
    Jennifer Rowe

    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.

  • Avatar
    Thomas Bohonan

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

  • Avatar
    Jennifer Rowe

    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!

  • Avatar
    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

  • Avatar
    Jennifer Rowe

    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

  • Avatar
    Antonio Manuel Muñiz

    Hello Jennifer,

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

     

    Thanks,

    Antonio.

  • Avatar
    Jennifer Rowe

    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.

  • Avatar
    John Cox

    Hi,

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

    Thanks!

  • Avatar
    Levi Beckner

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

    Thanks,

  • Avatar
    Dave Dyson

    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.

  • Avatar
    Bruce Hoins

    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. 

  • Avatar
    John Cox

    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.  

  • Avatar
    Brandon K.

    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.

  • Avatar
    Amado Hidalgo

    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

     

  • Avatar
    Emily

    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!

  • Avatar
    Jon

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

     

    Thank you,

  • Avatar
    Laura D.

    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!

  • Avatar
    Timothée Hostettler

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

  • Avatar
    Laura D.

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

  • Avatar
    Stefan

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

     

  • Avatar
    Emily

    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

  • Avatar
    Brian Cline

    We need to have the ability to inherently copy tickets to the forum like in the Web Portal Classic.  Any word on this Zendesk?

  • Avatar
    Laura D.

    Hi Brian, 

    This is something that's planned for the new Zendesk/Help Center setup, you can see that it's on the Planned Features list. There isn't a timeline yet for when it will be out but the Product team does have plans to address the need. 

  • Avatar
    Matthew Schofield

    This would be great to have in. Used to use it a *lot* with Zendesk Classic.

  • Avatar
    Laura D.

    Hi Matthew, 

    This isn't quite as easy as being built-in but there is an app than can do this for you if you're using Help Center and new Zendesk. 

    If you go to Admin (gear icon) > Apps > Marketplace > Zendesk Labs you'll see a "Ticket to Help Center" app that will help you publish content from the ticket to your Help Center. The articles are created with HTML rather than with a rich text editor, however, agents can always go to the article in Help Center and edit with the editor there, especially if they save it as a draft. Keep in mind that this is a Zendesk Lab's app so we don't officially support it but I know it's helped a number of customers in the last few months.

    Hope this helps!

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