Receiving Help Center notifications as tickets
Hi all,
My company treats forum/community posts and comments on KB articles as support inquiries because our community is not very active. Therefore, I would like new forum posts, forum post replies/comments, and KB comments to come into our Zendesk portal as tickets, so any of our support staff may respond to them. I tried setting up a new email address that is subscribed to all forums and KBs, and I've set the update notifications to be forwarded to our main ZD email account. However, we get an "email processing error" message when the replies come into ZD.
Does anyone else have a better solution to this? We want forum posts and comments/replies as well as KB comments to come into our ticket queue, rather than individual agents subscribing to the categories, etc.
Thanks,
Jennifer Woodson
-
Hi Jennifer
I haven't testet this, but perhaps you can do something with the email parser from zapier.com - Then you would essentially do the same as you do know, but you would be sending the emails from the forum to a "robot" that picks apart the email and creates tickets in your Zendesk. As i wrote i haven't tested this, so i am not sure if this would work, but that is where i would start...
-
Hello Jennifer,
www.integromat.com can do all of this for you and if you won't have hundreds of new posts/replies per month, a free account will do the work :)
Creating an automation is really simple, it's just drag&drop, it will look like this:
You will setup trigger for watching new forum posts and when a new forum post will be created, Integromat will create a ticket in your Zendesk for you directly. Same goes for post replies. No need to use emails.
Setting up an integration is really simple, look like this:
We can help you with creating it, let us know at support@integromat.com if you will need any assistance.
Vous devez vous connecter pour laisser un commentaire.
2 Commentaires