Monitoring Alerts to Client Tickets

Answered

4 Comments

  • Jessie Schutz
    Zendesk team member

    Hey Eddie!

    There isn't any in-built functionality that will do this, but I imagine you could rig something up by creating these tickets via API. You could have the initial jargon created as an internal note, add a comment with the cookie cutter language you're looking for, etc.

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  • Abdul Qabiz

    Hi

    Had it been about creating one ticket with known requester, you could have done using API without any third-party server/service:

    1. Call HTTP Target Extension from Trigger action: I can imagine to create a ticket from trigger is to use HTTP Target. This HTTP Target calls the Zendesk API to create a new ticket using the data you pass in HTTP Target body. I think this should work, and you might not even need another machine/server to run a piece of code.

    In your case you want to create many tickets at once, you can use this API in a script (hosted on your server). You can give a try to service like Zapier, they make whole thing very easy.

     

    Cheers

    -abdul

    --

    Abdul Qabiz
    diziana  •  twitter  •  linkedin  •  blog

    Team Diziana

    Diziana is creator of awesome ready-to-go Zendesk Help Center Themes, and has helped hundreds of organizations/companies with Help Center Branding and Customization.

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  • Abdul Qabiz

    I think, I missed reading @Jessie's comment, I think, that should be the approach. Your automated system should put all those tech jargon as internal note, and have clients as requester. That's the best approach I think.

    Please ignore my previous comment, I am not deleting it because it might help someone.


    Thank you

    Cheers

    -abdul

    --

    Abdul Qabiz
    diziana  •  twitter  •  linkedin  •  blog

    Team Diziana

    Diziana is creator of awesome ready-to-go Zendesk Help Center Themes, and has helped hundreds of organizations/companies with Help Center Branding and Customization.

    1
  • Dennis Lynn
    Zendesk Customer Advocate

    Jessie and Abdul are spot on - there isn't any sort of native functionality available within the Support interface itself which can help here.

    Not to just parrot what they've said, but the best route would be to have the alert trigger some sort of intermediary system to create the tickets in Zendesk using our API. I know I've seen some of our customers with a very similar use-case build out this exact functionality either right within the notification tool itself, or by piping it through a custom-built application outside of Zendesk. 

    Good luck!

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