Monitoring Alerts to Client Tickets
AnsweredHey there!
Here's a use case we could really use help with.
We manage our tech support and customer service via ZD, and very recently just integrated a monitoring system for our platform. We get auto emails now in the event of a system outage.
I set up the alerts to go to our support email channel, and it will create a ticket, however, this email is filled with tech jargon and a traceroute, we don't want our clients to have. We were hoping to get the email to trigger a NEW ticket to open for all our clients. (different Orgs) with a cookie cutter message.
I'm still a fledgling ZD Admin, so I'm sure this is a simple request I'm just overlooking. Any help would be greatly appreciated!
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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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Hi
Had it been about creating one ticket with known requester, you could have done using API without any third-party server/service:
- 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
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Abdul Qabiz
diziana • twitter • linkedin • blogTeam 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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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 youCheers
-abdul
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Abdul Qabiz
diziana • twitter • linkedin • blogTeam 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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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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