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Converting community posts into tickets

Not Planned


Posted Feb 03, 2015

I really need an easy way to convert forum posts in the community to tickets, or to alert agents when a post has gone un-answered for a certain amount of time. Right now there isn't a method in place to determine whether or not a post has been answered and then fire some sort of trigger action from that not being answered. I know you can get email updates for any new posts by following the thread but i would like something centralised within our ZenDesk account as our support agents cannot always monitor the community posts throughout the day.

Anyone have any ideas or work-arounds?


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34 comments

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

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@... 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

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image avatar

Kasper Sørensen

Zendesk Product Manager

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. 

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image avatar

Tetiana Gron

Zendesk Product Manager

Hi everyone, thank you so much for taking the time to provide us with your feedback here. I understand the request however we are not able to commit to prioritizing this feedback. 
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback.

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