Converting community posts into tickets

Hi all,

Wanted to provide an update to this thread. In terms of an out-of-the-box solution, this is still not on our roadmap. But we are working on publishing events from the community into the Zendesk Integration Services. This will allow customizations that "listen" for changes (such as new posts) and make it possible to take action on this - for example to create a ticket automatically. 

Kasper Sørensen Do we have an update adding automation/ticket features to forum/community posts? I've been experimenting with Zoho Desk as well and they have a great system with Forum Posts where each forum post is a ticket on the agent side. When the agent replies to the ticket, it replies to the forum post. We really need that functionality in Zendesk so community posts don't go unnoticed.

A fairly easy workaround for users on your end would be to add Community triggers/actions to Zapier matching your Posts/Post Comments API endpoints. This could theoretically be done with a webhook, but it would be really appreciated if Zapier devs could create a workaround for those of us that want to utilize the community feature in Zendesk. From experience, it's a pretty standard feature in other systems, so it's disappointing that Zendesk doesn't already have this functionality.

https://developer.zendesk.com/api-reference/help_center/help-center-api/posts/

https://zapier.com/apps/zendesk/integrations

Hi Dear Zendesk community.
As I understand, there is no way right now to create a ticket automatically when comments are posted.
Doing this manually is really taking time from our support agents.
We want to receive all the tickets in one channel.
Added the same comment in feature request.
If you have any workaround on how we can realize this, I will be super thankful for your advice.
I even tried to create 2 mailboxes and use next schema 1st mailbox is subscribed for an article and comments and have redirection to 2nd mailbox, 2nd mailbox have a redirection to Zendesk main email address but looks like this is not gong to work, since notification are being sent for the same Zendesk domain.


Warm regards,
Timur

We are still treating this as an important - but future - product improvement. As you probably know, there is lots of social and other channels being added to Support, and we're basically going to treat community as another such channel. I do not seeing this releasing in 2nd half of 2021 as I previously projected, but we are starting to lay the groundwork for it to be possible both on the community side and on the Support side.

Anything on this request?

I'd like to throw my hat in to say this is a functionality that we really need. We hope to funnel most of our end user requests through our community as a community post but there are very limited triage functionality in Gather. So we need each post to go into support so it can be properly funneled to the right agent, but it will take up a lot of staff time to manually create a new ticket after each post.

Hi Bulat Tsydenov,

We're still thinking of this as a potential project for the 2nd half of 2021, but I cannot give you a commitment at this time.

Hi Kasper Sørensen!
Can you let us know if there are chances for this feature in 2021? Or it is a candidate for 2022 now?
Thank you!

Hi Kris Parker,

I can definitely see the irony of what I'm about to say: It's being looked at. But it hasn't been prioritized for 2020. It's a very likely candidate for 2021.

Some background: The community functionality has obviously been around for a long time in Zendesk. But it was only recently that we made it a separate product with a dedicated team working on it. That's not to try and make bad excuses, but just to say that the functionality as a whole was not getting the love it deserved, by a team that was dedicated to the success of that specific functionality. Within the realm of Guide, we always managed to find more important things to work on in the space of knowledge management. With our launch of Gather as a dedicated product last year, I can say that this is changing. But we have a gap to close, too, and we cannot do it all at the same time. We've chosen a couple of projects in 2020 that we're actively working on. The first one will be user badges, which is also a long-standing request. That one will be available some time before/around summer. And there is more coming.

I hope this feedback gives you a sense of honesty in communication of what we're doing.