Has anyone integrated zendesk cases/tickets with gainsight cc?

Hi Thomas, we have this integration set up and have had a lot of success with it! I believe that it’s significantly helped us on the engagement and deflection fronts specifically because it has allowed us to go all-in on providing great support in the community up until the very point that we couldn’t. Then at that point, it’s very seamless to convert a conversation into a ticket, benefit from all of the context already gained from the community conversation, and resolve it. It makes the community a very viable option for support right from the start because it mitigates any concern to the effect of “Is this the best way to get help?” There’s no pre-emptive defaulting to tickets, which of course is good for deflection, as is the fact that with every support interaction you’re able to have publicly in your community, that’s one more accessible resource that a future customer can learn from and utilize without needing to submit a ticket. 

It’s simply been important for our team to rigorously define what topics cannot be handled in the community and to take troubleshooting to its farthest extent before moving to a ticket. 

thanks, ​@mbuuck1  that is great to hear, however, are you seeing more tickets created now or has ticket deflection improved? I like that customers are forced to search before raising a ticket which enforces good behavior. 

Our ticket deflection has certainly improved, but I wouldn’t attribute it solely to having this capability and enabling this integration. We’ve created a lot of workflows to establish our community as the primary (and in some cases, only) support option, and this integration is essential for making that possible. These workflows include things like:

• our community is the only option for product support for our free-tier customers
• our in-product “report a bug” flow goes to the community instead of to a ticket
• our marketing landing page chat bot offers community as the way to get support should the user follow that flow

All of those are formerly areas where our customers had to submit a ticket, so it’s a net win to have them in the community. So even in the instances now where we are creating tickets from community posts, it doesn’t result in more tickets than there would have been before.