Namanh Hoang

Created this thread in 2021 and still waiting, still using zapier but it sucks ass.

Yea I would be even willing to pay to add reddit and instagram as add on services since im already doing that now with zapier which TBH sucks donkey balls because it literally is just a forwarding service like ITTT. there is no two way communication and ticketing.

check in on this

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

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.

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.

Reddit has become a very active place for us now where conversations are occurring around our products on a more technical level and we find the community there is becoming even more important than any of our other social media platforms. Are there plans to have some integration in the future? If not I think it is something important to consider. It can be pulled in just like Facebook Post with a simple API hook and comments can be attached to that ticket the same way we currently deal with facebook post.