Turn a Support Ticket in to a Community Post

26 Comentarios

  • Maggie St. Clair
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    Yes, this would be fantastic. We had this ability until we upgraded our Zendesk version about a year and a half ago. It made it very easy for us to convert at ticket into an enhancement request under our customers name. Now we have to send them a link and direct them to do it themselves. Seems like a step backwards! 

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  • Ryan
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    Hey Maggie and James! I'm not one to speak about adding it to the platform as a whole, but did want to present you with a stopgap option regardless -- There is a Zendesk labs (read: not supported by us, and could have issues that we won't be able to resolve, due to being unsupported) that does exactly this (Apps are available to team plans and above):

    https://www.zendesk.com/apps/ticket-to-help-center/?source=app_directory

    That should get you rolling! 

    Hope that helps!

    -5
  • Maggie St. Clair
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    Thanks for the suggestion, Ryan. We have that enabled and it only lets you post in the Knowledge Base. We want to be able to convert ticket questions or responses to Community posts. This way when a customer creates a support ticket with a feature request, we can simply tell them that we are closing the ticket and moving it to the Product Suggestions in the Community. We tell customer frequently throughout the day that something is a product suggestion and that they should post it in the Community or that it would be a good question to ask all of our customers and they should post it in the Community Help section. We used to simply be able to click a button to convert, choose whether we wanted to post it as our self or as the ticket requester and select where it posts (Product Suggestions, Help from Community, etc.). It was so simple and very convenient.  

    3
  • Maggie St. Clair
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    Here is the link to the article showing how we used to be able to do this. It was a tip of the week at one point and now it is not possible.   

    https://www.zendesk.com/blog/tip-of-the-week-turn-a-ticket-into-a-forum-post/

    Also, another suggestion around the need for this. 

    https://support.zendesk.com/hc/en-us/community/posts/203431736--Update-Ticket-and-Post-to-Forum-Macro

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  • Debbie van Cleef
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    Yes, we would like to have this as well!

     

    2
  • Sam Watson
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    I have had a couple of people asking me about this for our company, would really like to see this as a possibility in the future!

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  • Joey Wheeler
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    Agreed. Having the ability to convert the support request into a community post in that end users name is much needed. Having to tell the customer that they should go post it in the community is unnecessary work for the end user. 

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  • Nicole - Community Manager
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    Thanks for the feedback, Joey! What you're saying makes a bunch of sense. 

    No further developments are being planned for the Communities platform at this point in time, but we'll continue to collect votes and use cases in hopes that the product teams will pick up developing on it in the future. 

    -3
  • Afeucht
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    This feature would be fantastic.

    1
  • Nicole - Community Manager
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    Thanks for the feedback, Afeucht. Can you tell us more about your use case and the impact it would have on your workflow? 

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  • Afeucht
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    Nicole,

    One of our Community Forums is reserved for feature suggestions. We often get support tickets from users asking for specific features. It would be great to be able to easily add forum posts and comments on posts on their behalf, in their own words, even if it required their permission before getting posted. 

    3
  • Tim
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    Yes we have internal boards as well for bugs and suggestions.  We used to be able to create a post right from the ticket.  Now I realize that is gone.  Step backwards for Zendesk.  Sigh.

     

    Now I have to copy and paste a bunch of stuff.  Then go to our knowledge base.  Dig for the section I want and add article.  Paste everything in.  Give it a title etc.  Then save and publish.  Used to be like 2 clicks.

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  • Nicole - Community Manager
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    Hi Tim, 

    This thread is specific to community posts, but it sounds like you're talking about Knowledge Base articles? 

    Have you tried using the Knowledge Capture App

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  • Tim
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    I just installed it and after doing so noticed I already had this app:

    https://www.zendesk.com/apps/support/ticket-to-help-center/

    Does ticket to help center still work?

    I have it enabled and installed but don't see any way to turn a ticket into a help center article when looking at a ticket.

    Does KCA replace TTHC?

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  • Nicole - Community Manager
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    Hi Tim, 

    I'm not sure if the KC app directly replaces TTHC, but KC app is officially supported while TTHC is not. I can't speak to whether TTHC still works; you would need to reach out to the developer. 

     

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  • Mary Paez
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    Turning a ticket into a product suggestion community post would be a great improvement to communities!  We definately are asking for this.

    4
  • Jody
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    This is definitely needed. It seems an obvious requirement?

    1
  • Keith Ng
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    Please keep me in the loop on this too. The community module has great potential, but it isn't easy to adopt until we are able to easily convert emails to posts. 

    1
  • Nova Barlow
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    We would also be interested in this feature, for the same reasons Afeucht has mentioned.

    1
  • Tiffany Miller
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    Yes, please give us the ability Afeucht mentions. I assumed this was a feature already. Sad to find that it isn't! 

    Any workarounds you'd recommend? Are folks just creating the Feature request for folks in the Community section? We typically like to follow up with users when they post feature requests and they get implemented. Curious to see what others are doing to close the gap?

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  • Janiece Caldwell
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    I am very interested in this feature. Being able to convert tickets to forums makes sense for the end user.

     

    Best,

    Janiece

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  • Sergey Yuldashev
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    We look forward to this feature. Our use case is:

    1. We develop SDK package and encourage users to participate in the public discussions
    2. Customers come to our support with very common requests instead of posting those to communities 
    3. If we have trigger/app for manual posting the same request on behalf of the Customer we'll be able to effectively populate the community and scale our services
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  • Ana Mora
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    We need this feature too! 

    Our use case is similar to everyone's I guess: 

     

    I have set up a Google form where our stakeholders can submit their requests, and the format will always be the same. Via Zapier, I can convert the answers into Zendesk tickets, but what I need is to have these showing publicly in the community forum.  

    Also, clients submit questions to Zendesk, which sometimes might be interesting to post as "asked and asnwered" kind of thing for everyone. 

    On the other hand, it would also be useful to have a direct connection between Zapier and Zendesk communities. 

     

    Best, 

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  • Nicole - Community Manager
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    Thanks for the feedback, Ana.

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  • Justin
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    Zendesk used to have this functionality. Why did it go away?

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  • Brett - Community Manager
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    Hi Justin,

    I'm not 100% sure why this feature was removed but we do have the Knowledge Capture app that has a similar functionality. While it doesn't allow for you to turn a ticket into a Community Post, it will allow for you to create knowledge-base content directly from within a ticket.

    If you're looking for turning a ticket to a Community Post, I would recommend adding your use case to this feedback post.

    Cheers!

    0

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