Create Zendesk ticket from Canny post
E
Ecru Scallop
When a user submits a post that's actually more of a support/help request, create a way for users to initiate a Zendesk ticket from within Canny.
Created by Jacques Reulet
Sarah Hum
Hey Ecru Scallop, thanks for your feedback! I have a few more questions for you:
- Could you provide more details on how you envision the integration between Canny and Zendesk working?
- What specific information from the Canny post would you like to be included in the Zendesk ticket?
- How would you like the system to handle posts that are both a feature request and require a Zendesk ticket?
E
Ecru Scallop
Sarah Hum: 1. We are really just looking for a quick way to escalate Canny posts to our Support team when a user just needs help understanding how our app works. Our customers are usually working to deadlines so its really important for our support team to resolve help requests quickly. Our support team has an on-call roster, so it isn't an option to just @someone from the team.
- Title/Description of the post, relevant user details.
- If we could trigger a workflow to create a Zendesk ticket based on a specific status (or tag/category) "Needs Support". A link to the Zendesk ticket could be automatically added as an Internal comment. And once the Zendesk ticket is resolved, the Canny post status is updated to Closed.