New Zendesk Integration
Are you using Zendesk for customer support and ticket tracking? Now you can have tickets automatically created in Zendesk when new questions or other activity is posted to your Forumbee community. You can create rules to assign tickets to specific groups of people, so that the right specialists on your team are notified and can respond.
Tickets contain the full post and link directly to the community where the agent can post a response.
With Forumbee Rule Sets you can customize how tickets are created and assigned. For example, if you have community categories organized by product, you can send activity from each product category to a different product specialist group in Zendesk:
After the agent answers a question in the community, customers may reply with additional questions in the same thread. New replies are automatically added to the Zendesk ticket, keeping the conversation together, and reopening the ticket if it was closed.
The ticketing process helps you track community activity and ensure questions are answered. It is helpful to note that Zendesk ticket notification emails are not sent to the customer who posted in the community. Customers will only receive email updates from the community when their question is answered, according to their community notification preferences.