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Creating a ticket from a comment on a knowledge base article

Jennifer Rowe
  • Edited
Zendesk Documentation Team

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You can create a ticket from a comment on a knowledge base article. When you do, a ticket is created in your instance of Zendesk Support with the body text from the comment and a link to the comment. The ticket number link appears beside the comment in the knowledge base article.

Related article:

To create a ticket from a comment on a knowledge base article

  1. Beside the comment you want to convert to a ticket, click the Comment actions icon (), then select Create a ticket.

  2. Make any changes to the subject or description of the ticket as needed, then select yourself or the poster as the requester of the ticket.

    If you select the person who made the comment as the requester, that person will receive an email notification.

  3. Click Create ticket.
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10 Comments

  • Lara Hines

    For some reason, I am no longer able to see the Drop Down selection for submitting a comment as a ticket.  When I select the drop down arrow, I can see the list of options is behind the box (see my screen shot below).  What can I change so I can see the options from the list?  Thank you for our help.

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Lara -

    Have you implemented any custom code on your Guide? That is the most common culprit for this sort of error.

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Lara -

    Did you get this issue resolved?

    0
  • Lara Hines

    Hi Nicole,

    I am sorry I did not reply to your first comment.  No, I am still having the same issue.  We have not done any type of custom coding in our Guide.

     

    Thanks ~ Lara

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Lara,

    Is your Help Center public facing? If so, could you provide me with the URL so I can take a look for you? Additionally, have you tested from an Incognito window or possibly another browser to see if that resolves the issue?

    Let me know!

    0
  • Lara Hines

    Hi Brett,

     

    Our Help Center is not public facing.  Only our customers have access to our "Support Portal".  I have not tested from an incognito window or a different browser.  I can test this from an incognito window to see if it acts the same way and let you know what I find out.

    Thanks,

    Lara

    0
  • Brett - Community Manager
    Zendesk Community Team

    Appreciate the update Lara!

    Keep us posted :)

    0
  • Lara Hines
    • Edited

    I wanted to let you know that I am able to see the option to Create Ticket on a comment when I am in an incognito window.  Because this way works, when I need to create a ticket from a comment, I will do it this way.

    Thanks for your help.

    0
  • Brett - Community Manager
    Zendesk Community Team

    Thanks Lara!

    I would recommend clearing your browsers cache/cookies to see if that helps as well. You may also want disable any browser extensions as that may be the culprit here.

    Cheers!

    0
  • Kris Parker

    Is there a way to have this happen automagically without involving API connections? We'd love to simply natively have new comments create a ticket in our Zendesk instance. 

    0

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