Create Zendesk Ticket via CTA

  • 11
  • Idea
  • Updated 10 months ago
  • Under Consideration
Right now we have the ability to link a Zendesk ticket in a CTA or create a CTA from a Zendesk ticket. It would be great if it was possible to create a Zendesk ticket via a CTA.

Would this be possible?
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Alex LeGay, Employee

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Posted 12 months ago

  • 11
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Anthony Hewitt

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Agreed - This facility would help us immensely. Our scenario is - the CSM is talking to a customer who points out an issue they are having with our software. The CSM feels this is something our support team would be best placed to sort out so they want to raise a Zendesk ticket and link to the CTA from within Gainsight.
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Chuen Moschetti, Champion

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I would like to request the same but with JIRA tickets.
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Tyler McNally, Employee

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Currently, it takes 4-5 minutes for a CSM to move out of their Gainsight workflow, login to Zendesk, add the required information and then file the ticket. The process for support to pass a request back to CSM takes <15 seconds. (i've done both multiple times)

One of the main reasons for this is the workflow requirements - CSM needs to shift to ZD workflow.  Having this ability would be a huge time saver and make CSM + CS better and supporting our customers!

Has anyone come up with a workaround for a customer?