Best Practices for Creating a Powerful Zendesk Community

7 Comentarios

  • Andrew McIntyre

    Hey Lotus Themes,

    Can you clarify or share supporting documentation for what you are referring to at, "Take advantage of the feature that allows you to have tickets automatically created in Zendesk when a new question or another activity is detected in your Community."

    I'm struggling to accomplish exactly what I think you are describing.

    Thanks,

    Andrew

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  • Nicole S.
    Zendesk Community Team

    Hey Andrew - 

    That's not functionality that is native to the Zendesk platform. Lotus, do you know of an app that someone has developed to accomplish this? 

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  • Andrew McIntyre

    @Lotus Themes,

    I found Guide to Support, from BuckleApp, at https://buckleapp.zendesk.com/hc/en-us/articles/115004050705, which is in beta. Please let me know if you use this or some other app to ingest Community update notifications into Zendesk as tickets.

    Thanks,

    Andrew

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  • Hi Andrew,

    Sorry for the late response. My colleague who is responsible for Zendek Community is on vacation now, so I'll jump in. Andrew, you did a good job - you can use the app you found to accomplish this functionality.

    Happy New Year and have a powerful Zendesk Community!

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  • Andrew McIntyre

    Hey Lotus Themes,

    Thanks for the update. I want to get this right the first time so there's no hurry.

    Your original post says "...the feature that allows you to...". This leads me to believe that there is a particular app that your Community manager had in mind when they wrote this. Can you confirm that this refers to Guide to Support by BuckleApp? If it does, please consider editing the original post to reflect that so I can delete my latest comments to maintain a clean comment thread. If not, which feature was being referred to?

    I ask because Guide to Support app has been in beta for a long time and, more importantly, the latest status update that I found was around six months ago. I'd like to assume that the longer something has been in beta the more likely a stable version will be released and the more reliable that stable version will be but I've found that that's not how the world works.

    Thanks again for your help,

    Andrew

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  • Hey Andrew,

    The author referred to the possibility of such functionality, rather than a specific app. At the time when the post was written, we tested an internal product which isn't ready for release yet. I think you can check out the app you found.  

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  • Andrew McIntyre

    Hey Lotus Themes,

    Sorry to hear that the product that you were working on has not been released.

    Please consider that, unless you or Zendesk release your proposed tool, the contents of "Make use of Zendesk features" is misleading until a stable tool exists.

    Thanks very much for your time.

    Please let me know if you decide to edit the original post and I'll be happy to update and delete my comments to keep the thread clean.

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