Alternatively, does anyone know if we can change the end user notification settings of when a ZenDesk ticket is created? I would like to create tickets without letting the end user receive an initial notification that a ticket has been created.

Hey there @Brian_A !

This is most likely possible between the two APIs, which you’ll find everything over at https://api2-eu-west-1.insided.com/docs/ .

As for turning off the notifications from Zendesk, that’s probably something you’d need to configure on Zendesk. If you can’t get the built-in integrations to be flexible enough for your needs though, you can also bridge the two with something like Zapier and go from there.

I’ve not attempted any of this myself, but someone here might have done it before.

I know several communities (including ours) that make use of the Zendesk integration for all community escalations. I think I have never heard of a specific trigger implemented via the Zendesk API like this before, unfortunately.

From my perspective, this is also more a question of Moderation: As a Community Manager, I would rather prefer a Moderator to manually escalate to Zendesk (via the integration we offer) than an automated trigger. This is also because some users ask questions which are either not real support questions or not questions that necessarily need to be answered by the support team. So by automating it, you might generate more escalations than actually are necessary.

So I would rather design my Moderation process in a way that Moderators will  check on questions that have not received a reply yet in the last 24h and then either:

• handle the question
• convert it to a discussion (if it is not something that can be marked as answered)
• escalate it to an agent

Of course you might have other goals, use cases or general setup of processes. In this case, probably Zapier could be a good solution indeed if changing settings in Zendesk cannot deliver the result you are looking for.