Announcing Discord <> Zendesk Integration EAP

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7 Comments

  • Le Giang Anh

    Hi,

    I have a help-support channel in my Discord server. My players can use that for the suggestion (role-based permission). Is there any way to grab the messages there instead of always typing "/support <message here>"?

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  • Fletcher Richman

    If one user has two different open tickets, how does it know which ticket a reply from a DM in Discord will post to? 

    2
  • Jesse Dacumos

     Fletcher,

    When a user replies to the DM and has multiple tickets, the bot will prompt them to choose which ticket they want to respond to.

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  • Jessie Schutz
    Zendesk team member

    Hi Le Giang Anh!

    The integration is specifically built to pull the messages in via bot, so I'm fairly certain you need to integrate using a different Discord API point than what is used in this integration.

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  • Luke Behnke
    Zendesk Product Manager

    @Le Giang Anh -- I like that suggestion, I could see that as a configuration setting of the bot, i.e. either you type "/support" in any channel to create a ticket, or any post in a certain channel becomes a ticket. We will consider this for a future feature release. Here is the link to the community discussion for this EAP, feel free to create a new post here and see if others upvote or have the same needs: https://support.zendesk.com/hc/en-us/community/topics/360000028648-Zendesk-Support-EAP-Discord-Integration

    Thanks!

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  • Cyrup

    This looks fantastic, thank you for making this! A huge portion of our community uses Discord.

    In the future, it would be cool if the Support Bot in Discord could suggest articles from the Help Center, as Answer Bot does.

    On that note, how does it work with Answer Bot? Are users still able to see suggestions from Answer Bot when a ticket is created?

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  • Jesse Dacumos

    @Cyrup

    AB isn't built into the bot yet, but we have a FR for it over here! https://support.zendesk.com/hc/en-us/community/posts/360004282447-Suggestion-Using-Answer-Bot-or-Knowledge-Base-in-Discord

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