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We use the Zendesk case creation integration, where you can shoot a case over to Zendesk for an unanswered question in the community. From there, there’s currently a broken process for us. Our support agents see the case, then just respond to it in email to the customer. The original question in the community is left unanswered, then one of us on the community team need to close the loop. 

We are looking for a way to push the email response back from Zendesk to inSided. Has anyone does this before? 

I think there are a few categories here - 

  1. Customer-specific case - in these cases, we wouldn’t want to publish the case response to the community. It could be a specific or exception case to that specific customer and the case should be handled directly. For these, we still need some sort of closure on the question. 
  2. Community question and answer - in these cases, we would want to push the case response to the community. It would be a legit question that could benefit others in the community. 

I’m wondering how other people handle this. 

Hi ​@tiffany.oda, I know this post is a few years old I am wondering if you were ever able to solve for this? We currently looking for a similar workflow from a Zendesk ticket back to the Community as a post.

Hey ​@ryanne.perry - Thought I’d jump in here as I know Tiffany won’t get the email notification as this topic (and her linked account) is from her time at Venafi. 

I totally get the need for a follow-up in the community, but my personal take is that I probably wouldn’t want a direct posting of the Zendesk ticket response(s) back into the community.  It would at least need a human to check that the content is appropriate for public sharing.  So that makes a fully automated workflow undesirable imho, even if that could be built (which I think it likely could, using the API).  I’d therefore personally see it more as a primarily human workflow/process.  In our community that’s very workable as we don’t use the Zendesk escalation feature very often.

When escalating a case to Zendesk I’d definitely post something in the community to share that this has happened (probably obvious and common-sense, but mentioning anyway).  You could potentially use a moderation label to mark escalated topics so that someone can easily keep track and follow-up in the community later.  I’m sure there are other creative workflows that are possible.  Do you think you could live with a human-led process like this, or are you looking for something that’s fully automated?

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