Turn a Support Ticket in to a Community Post

31 コメント

  • Maggie St. Clair
    コメントアクション Permalink

    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! 

    2
  • Ryan W
    コメントアクション Permalink

    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
    コメントアクション Permalink

    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
    コメントアクション Permalink

    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

    2
  • Debbie van Cleef
    コメントアクション Permalink

    Yes, we would like to have this as well!

     

    2
  • Sam Watson
    コメントアクション Permalink

    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!

    0
  • Joey Wheeler
    コメントアクション Permalink

    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. 

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    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
    コメントアクション Permalink

    This feature would be fantastic.

    1
  • Nicole - Community Manager
    コメントアクション Permalink

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

    0
  • Afeucht
    コメントアクション Permalink

    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
    コメントアクション Permalink

    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.

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    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

    0
  • Tim
    コメントアクション Permalink

    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?

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    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. 

     

    0
  • Mary Paez
    コメントアクション Permalink

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

    4
  • Jody
    コメントアクション Permalink

    This is definitely needed. It seems an obvious requirement?

    1
  • Keith Ng
    コメントアクション Permalink

    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
    コメントアクション Permalink

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

    1
  • Tiffany Miller
    コメントアクション Permalink

    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?

    0
  • Janiece Caldwell
    コメントアクション Permalink

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

     

    Best,

    Janiece

    0
  • Sergey Yuldashev
    コメントアクション Permalink

    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
    0
  • Ana Mora
    コメントアクション Permalink

    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, 

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for the feedback, Ana.

    0
  • Justin
    コメントアクション Permalink

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

    2
  • Brett - Community Manager
    コメントアクション Permalink

    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
  • Juan Sebastián Cortés
    コメントアクション Permalink

    We need it too!  (...and we used the former option "Copy to forum" on the past)

     

    0
  • Kasper Sørensen
    コメントアクション Permalink

    Hi everyone,

    I'm intrigued by this request and wanna learn more about it. A particular question that's on my mind is: If we imagine you had this functionality, how should we attribute the author of the question? Should they be listed as the author of the post? Or should that be the agent? How would you handle privacy and public exposure of the ticket's information?

    0
  • Sergey Yuldashev
    コメントアクション Permalink

    Kasper Sørensen, my 2 cents below.

    I would say that there should be something like a setting to allow selection between both options(requester/agent). With default value - available only for the agent.

    Only administrator can enable it - which might be reflected in the internal/public support policies/processes. With full responsibility of the sides listed.

    As we do now - we sometimes ask customers to create such post on their own. It's their decision to do that. And of course often they don't have time for that and/or just can not achieve that for various reasons.
    I would say out of 10 people who has agreed only 2 actually end up posting something.

    0
  • Maggie Ungerboeck
    コメントアクション Permalink

    Hi Kasper Sørensen,

    This would be a feature we'd get a lot of benefit from. Our software enhancements are managed via the community so if we get a ticket with an enhancement, we have to ask them to post it in the community. This frustrates our customers and, like Sergey's customers, they rarely actually go out and make the post so we lose visibility to the enhancement and the customer believes we are just pushing off the request instead of actually considering it.

    Thinking through your questions, here's a possibility for a workflow:

    An agent marks a ticket comment to be available as a community post. The end user can then go to My Activities - Requests, go to the comment in that ticket and push it out to the community. The community post would then go under the user's name who is pushing it to the forum. This gives the end user the ability to give permission for the post to be made but also allows agents ensure that private information in a ticket is not being shared in the community.

    The agent would still have to communicate to the ticket requester that the comment can be pushed to the forum but it saves the user of having to retype the information. If you wanted to get really fancy, perhaps there's a way they can push the post to the forum directly from the email - don't know if that's possible that would make it even easier for the end user so they wouldn't even have to log back into Zendesk to push the comment into a post.

    Thanks!

    Maggie

     

    0

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