Occasionally, a question or comment in a customer support forum cannot be resolved right away by a community manager. For example, it may be a support issue that needs to be escalated to another employee using a ticketing system such as Zendesk. With Vanilla’s Zendesk integration, community staff members with the right permissions can now create a ticket in Zendesk directly from Vanilla Forums.
How does it work?
The first step is to have the Zendesk Add-on enabled in your Vanilla Forums account and then follow the steps in our integration guide. Once enabled, here is how it works:
To create a ticket, authorized staff in your community can select ‘Create Zendesk Ticket’ from the gear icon drop down in any comment or discussion:
The community member's info will be pre-populated into the ticket, and staff can add any other info needed.
Once ticket is created, an information panel will be displayed (to staff only) under the post.
And the issues will also be displayed on Zendesk:
Please note: Our Zendesk integration uses oAuth, so that means your Zendesk passwords are not stored in Vanilla at any time.
Is it available now?
This plugin is available now to all customers subscribed to the Corporate, Enterprise or VIP plan. If you do not see the plugin, please contact your account manager for more information.
Vanilla Forums offers a cloud based solution that can help complete your customer support solution. Try Vanilla Forums Cloud Solution free for 30-days.