Tip of the week: Notify customers of a post or comment converted into a ticket

By Amy Spagnolo

Published March 29, 2016
Last modified March 29, 2016

One of the coolest features included in Zendesk Community V2 is the ability to create a ticket from a post or comment, and that's what we'll talk about in this tip of the week!

We'll cover this by looking at two scenarios:

You have a Feedback/Ideas Community: One of your customers is having a Community discussion about new features that they would like to see in your product. In this case you want to pass their feature request on to another department, in your Zendesk, because you found their idea interesting.

You have a Support Community: In this scenario your customers post in the Community to help each other out, but you see a specific post/comment that requires further assistance and you want to convert it into a ticket for your support team.

In both of the scenarios described above, you need to create a new trigger to notify the requester (the customer who created a post or comment in your Help Center), then modify existing triggers that check through tickets created to avoid multiple triggers firing at the same time for the same purpose.

Create Different Workflows

You can even create multiple types of notifications by adding a specific string of text to the ticket title or body, when you are converting the end-user contribution into a ticket.

This is how you do it:

  1. Make sure you exclude the string from other similar triggers first by adding: “Ticket comment text: does not contain the following string”.
  2. Create a new trigger and use under all conditions: “Ticket comment text: contains the following string” and specify what you are going to add in the ticket title/body.
  3. Create a ticket from an end-user post/comment. Once you get the pop-up (shown below in the screenshot) add this string of text by typing it in. This is a manual process, but it will allow you to set different workflows for different request types, like you can do with ticket fields.

After going through these steps in more detail, you'll be all set to notify your customers! If you are just getting started with triggers, feel free to check our resources for further information on business rules.

Head to the forums for this tip in greater detail

Keep the knowledge flowing! For more tips like this, check out Zendesk's Tip of the Week collection.