Send to Autopilot directly in Zendesk
T
Tough Chinchilla
Somehow my workflow does not feel smooth because it only considers closed tickets.
I would imagine the following way:
1. New Ticket arrives in Zendesk
2. If it is a feedback, I would like to click “Send to Autopilot” within Zendesk
3. Publish the feedback on the portal
4. Respond to the user: “Thank you for your feedback, you can track the progress here <link>” – I would copy the link manually.
Right now, I see two options:
• I respond to the user “Thank you for your feedback” and close the ticket in zendesk without being able to provide a link to the published feedback element.
Then it may take a day until I can create a post via autopilot, and then I understand the user is not notified automatically?
• Or I create the post manually from Zendesk, but then I cannot make use of the Autopilot feature.
Sarah Hum
Hey Tough Chinchilla, thanks for your feedback! I have a few more questions for you:
- What specific features or functionalities do you expect from the 'Send to Autopilot' button within Zendesk?
- How frequently do you encounter feedback that needs to be sent to Autopilot, and how critical is this feature to your workflow?
- Are there any specific integrations or tools you currently use that you would like this feature to work seamlessly with?
T
Tough Chinchilla
Sarah Hum
Hello Sarah,
we receive most of our feedback via zendesk.
actually I would expect when clicking this button, it would do the same as when analyzing a closed ticket.
So after clicking this button, I would switch to the canny autopilot view and add the post. (further actions depend on manual or automatic mode, in my case it is manual and I would add the post there)
Somehow I would like to be able to respond to a zendesk ticket, here is your link to the feedback item and make use of autopilot. (before the ticket is closed)
There are no other integrations I am using at the moment.
Thank you for your consideration!