How can I notify customers of post or comment that is converted into a ticket?

Question

My customers use our community to get help and sometimes they use it to share their ideas or feedback. After converting their post or comment into a ticket, how can I send a personalized notification to them?

Answer

It's possible to send personalized notifications to the customers who had their comments or posts in the community converted into a ticket. To achieve this, create a new trigger to notify these specific users and modify all the existing triggers to avoid multiple triggers firing at the same time for the same purpose.

Create a Notify requester of ticket created from community trigger

To add the trigger

1. In Zendesk Support, click the Admin icon () in the sidebar, then select Business Rules > Triggers.
2. Click Add trigger.
3. Add the following condition under Meet ALL of the following conditions:
   
   • Ticket Is Created
   • Channel Is Help Centre post
   • Requester Is not (current ser)
   • Status Is not Solved
     
     
4. Under Actions select:
   
   • Email user (requester)
   • Email subject
     

     We created a ticket for your Community post

   • Email body

     Hello {{ticket.requester.name}},
     
     Thank you so much for taking the time to share your ideas with us regarding our Product. Our team reads every feedback we receive and may get in touch with you, should we require more information.
     
     We are grateful to get feedback and suggestions from our customers, we do really value your opinion. We feel like there is so much we can do to improve the product and hopefully we will be able to satisfy your needs.
     
     We share our product updates through our Knowledge Base. If you didn't subscribe to our Announcement category, we would love you to follow us.
     
     All the best.

     
5. Click Create.

Modify existing triggers

1. Identify any existing triggers that notify your requesters when a ticket is created.
2. Exclude community posts from these triggers using the condition Channel Is not Help Center post as in the example below.
   

Alternative workflows

Create multiple types of notifications by adding a specific string of text to the ticket title or body, when you convert the end user contribution into a ticket.

1. Exclude the string from other similar triggers first by adding the condition Comment text Does not contain the following string.
2. Create a new trigger, use the condition Comment text Contains the following string and specify what you are going to add in the ticket title/body.
3. Create a ticket from an end user post/comment. Once you get the pop-up below, add this string of text by typing it in.

In the above example, the text string is [IDEAS] and it is used when a customer shares an idea or feedback in the community. This is a manual process, but it allows setting different workflows for different request types like ticket fields.

To view all the Help Center contributions converted into tickets, see How can I view tickets converted from the community in Support?.  For tips on views, see Views can help clear the queue.