Create Zendesk Ticket via CTA

  • 11
  • Idea
  • Updated 12 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?
Photo of Alex LeGay

Alex LeGay, Employee

  • 6,236 Points 5k badge 2x thumb

Posted 1 year ago

  • 11
Photo of Anthony Hewitt

Anthony Hewitt

  • 100 Points 100 badge 2x thumb
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.
Photo of Chuen Moschetti

Chuen Moschetti, Champion

  • 1,536 Points 1k badge 2x thumb
I would like to request the same but with JIRA tickets.
Photo of Tyler McNally

Tyler McNally, Employee

  • 338 Points 250 badge 2x thumb
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?