Reddit Integration for Zendesk

18 Comments

  • Nicole Saunders
    Zendesk Community Manager

    Hi Namanh,

    We have not seen a significant number of requests for a Reddit integration, so it's not something that is currently planned for. But, it's an interesting suggestion. Can you tell us more about how this would fit into your workflow and how you would envision an integration working? 

    If others would like to see something similar, please describe your needs in detail and up vote Namanh's post. 

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  • Namanh Hoang

    Reddit, I think is neglected by most brands but is a pretty active place for interaction. We've actually removed our forums and community and directed them to Reddit since the community there is already so big and active. Currently, we have over 300 posts a month with over 3000 comments in total, most of them related to sales support or tech support. I'm sure it is probably even more active for larger brands but similar to forums it's generally left for the users to "solve it themselves". We want to play a more active role in managing these conversations. I imagine it would just work like any other social media platform, using an API webhook, you pull posts in to create a ticket, and comments are attached to that ticket the same way you handle Facebook and Twitter now. I think it differs from other social media platforms because the conversations that occur here are long and detailed, not just short opinions as it is on Facebook.

    1
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for taking the time to share that additional detail, Namanh!

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  • Anh Le

    Yes please add Reddit integration. We have some big communities there (gaming).

    1
  • Andrew Moskowitz

    Reddit here! We would also love this type of integration. We support our users in r/help, r/bugs, and r/redditmobile. We get about 10k posts/month to these subs combined and currently have to have a script running that will send us a modmail message that gets piped into Zendesk. It's super hacky and only gives us limited information. An official integration would be fantastic.

    1
  • Dave Dyson
    Zendesk Community Manager

    Hi Andrew!

    So generally, I think most integrations are built by the companies that are being integrated with, as they know their own environment best. We do have some tools that can make that easier: Zendesk Integration Services

    In the meantime, while there aren't any official direct integrations between Zendesk and Reddit, there are a number of third-party integration services that appear to be able to integrate the two systems. Generally these will be using the APIs of each system, so probably a bit less "hacky" than using a script to send an email (no judgement though on that). Some examples include Zapier, tray.io, Cloudpipes, and integromat.

    Hope that helps!

    2
  • Namanh Hoang

    We are currently using Zapier and we looked at tray.io and cloudpipes and none of them really offer a two-way communication, it create tickets based on new post, but can't comment on the post continually through zendesk, think if it like a one time alert and that's all. Same with the other way around zendesk can create a post but can't comment on existing post, again it's a one time thing. What would be ideal would be if it worked like any other social media platform, Facebook, Twitter where it could take a post, create a ticket and then append all comments to that ticket, then our people can reply through zendesk which would then post the reply to the reddit post.

    1
  • Stephanie Langlois
    Zendesk Product Manager

    Hello, social messaging PM here! I find this thread to be very interesting. I really appreciate the insights about how your businesses are leveraging Reddit and it's large community. As you're maybe already aware, much of the messaging work that we've been doing has be focused on private messaging/direct messaging. We would eventually however like to expand into the world of public posts and comments in the future and I could see Reddit becoming a great channel in that space. I will file the feedback with the team to make sure they know there is interest in Reddit as a channel.

    3
  • Chris Drylie
    Zendesk Product Manager

    Hi All, 

    Just wanted to pop in and introduce myself, I am the PM for Public Social. I would love to work with some of you and build up these use-cases for future consideration, would anyone be interested in starting a conversation so we can dig into this a little deeper?

    3
  • Jorge

    Hey Chris,

    I would like to collaborate with you. Feel free to reach me out!

    2
  • Namanh Hoang

    Cool, well I'm here as well if you have questions about the use case or if any other questions let me know.

    1
  • Jacob Christensen
    Community Moderator

    Chris Drylie I would love to talk about Reddit-Zendesk integration use cases.

    1
  • Eduardo

    Me too.

    I have Zappier as well, thanks for the tips in the thread to use Zappier for this meanwhile.

    We also have a massive community in Discord. Another one to add to the bucket list.

     

    Thanks

     

    Eduardo

    1
  • Chris Drylie
    Zendesk Product Manager

    Hey all, 

    Please keep an eye on your inbox, you should have an email on it's way, really looking forward to chatting with you all in this space.

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  • Andrew Moskowitz

    Chris Drylie We (Reddit) would love to be involved in this if we're not already on your list!

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  • Chris Drylie
    Zendesk Product Manager

    Andrew Moskowitz

    You in particular are now on my list :).  But yes Reddit was on my list as well.

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  • Prattie 11

    Hi Chris Drylie, Is there any progress on this thread, do we have something for Reddit-Zendesk integration?

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  • Chris Drylie
    Zendesk Product Manager

    Hi, Prattie 11 Thank you for following back up.

    We spoke with Reddit a couple of weeks ago and both teams are excited to be engaging in this possible integration. Currently, the team working on our Public social platform is engaged in reliability and stability improvements, while we gather further insight and work with Reddit to review the backend work required.

    Once I have a more in-depth update, you can rest assured I will loop back around on this. 

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