How can I summarize a Zendesk ticket before creating a note on the Insights board?

When pushing a Zendesk ticket into Productboard, our integration will bring over the entire ticket conversation in order to ensure product managers have all the relevant context behind a feature request or a user need.

However, product managers may find they have too much context, and they need a quick summary to find relevant feedback within a long conversation.

In this article, we’ll share a workflow that adds a short summary to the top of a submitted Zendesk conversation.

In this article:

Requirements

To set up this workaround the following is required: 

Zendesk_integration_rule__1_.png

  • Have the Zendesk Integration set up in Productboard, with the rule set as Pull only new tickets with a certain tag and set their status as 'Unprocessed'.
  • Be an Admin in your Zendesk account. 
  • Have a Zendesk Support account on a Team, Professional, or Enterprise plan

Creating the Zendesk macro

You will need to create a macro in your Zendesk account. This macro will allow users of your Zendesk account to add a summary of their ticket as an internal note, filling in the relevant information your product team requires for feedback.

ZD_MACRO_1.png

When creating this macro, the following fields are required: 

  • Name - name this macro something that will make sense to your team in Zendesk such as “Product Feedback”.
  • Available for: All agents

Under the Actions heading add the following: 

  • Comment mode - Private
  • Comment/description:
    Productboard Feedback
    • Summary of conversation (1 sentence)
    • The problem our customer is facing (1 sentence)
    • The desired outcome our customer wants (1 sentence)
  • Add tags - [the tag used when setting up your Zendesk integration in Productboard]
Note: If you have already implemented the workflow for preventing a Zendesk ticket from creating multiple notes on the Insights board, using this macro will override the workflow and will create multiple notes on the Insights board. Instead, use the alternative macro described below.

Alternative macro

To create this macro to incorporate the workflow for preventing a Zendesk ticket from creating multiple notes on the Insights board, all the steps are the same as the one above. However, instead of the action Add tags, in this macro you will add a ticket field action. 

image__37_.png

When creating this macro, the following fields are required: 

  • Name - name this macro something that will make sense to your team in Zendesk such as “Product Feedback”.
  • Available for: All agents

Under the Actions heading add the following: 

  • Comment mode - Private
  • Comment/description:
    Productboard Feedback
    • Summary of conversation (1 sentence)
    • The problem our customer is facing (1 sentence)
    • The desired outcome our customer wants (1 sentence)
  • Product Feedback - Checked

Using the macro

ZD_macro_in_use.png

Once this macro is created, it will allow users of your Zendesk account to add a summary of their ticket as an internal note, filling in the relevant information your product team requires for feedback.

ZD_macro_in_PB.png

When the ticket is sent to Productboard as a note the summary will be visible will help your product team process these notes more efficiently.

For further assistance building this workaround please reach out to the Zendesk Support team by emailing them at support@zendesk.com

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