Creating a ticket from a comment on a knowledge base article

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12 Comments

  • 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. 

    1
  • 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
  • Lara Hines

    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 Bowser
    Zendesk Community Team

    Appreciate the update Lara!

    Keep us posted :)

    0
  • Nicole S.
    Zendesk Community Team

    Hi Kori -

    While there's not currently a roadmap item for this, it is something the product team has expressed interest in looking into in the future.

    I realize that this thread is about community posts (rather than KB articles) but most likely an automated ticket generation feature for both Guide & Gather would be developed at the same time, so if you'd like to add your use-case and up-vote this suggestion, here's the relevant feature request in the product feedback forums: Converting community posts into tickets.

    0
  • Brett Bowser
    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
  • Kori Burlingame

    The ability to automatically have comments generate a ticket without having to use API connections would save us a lot of time. Is this functionality on the radar at all?

    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 Bowser
    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
  • 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.
    Zendesk Community Team

    Hi Lara -

    Did you get this issue resolved?

    0
  • Nicole S.
    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

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