I want to see how to successfully implement Get Satisfaction with my current workflow using ZenDesk

  • Question
  • Updated 6 months ago
  • Answered
I am trying to imagine the work flow of adding GS to our business but don't want to confuse our users who are small business owners and not so tech savvy. It was hard enough getting everyone onto ZenDesk. Does anyone have any successful actions on implementing this with their existing ZenDesk work flow?

Todd Eccles

  • 5 Posts
  • 1 Like
  • excited to get started

Posted 2 years ago

  • 2

Caty, Employee

  • 946 Posts
  • 104 Likes
Thanks so much for writing in! Obviously I'm a bit biased here, so before I give our perspective I'm going to wait a bit and see if anyone else in the community will weigh in. :)

Bernie Thompson

  • 4 Posts
  • 4 Likes
Hi Todd,

We use both GetSatisfaction and Zendesk here at Plugable http://plugable.com/

We think of GetSatisfaction as our "public tickets" (reachable at http://support.plugable.com/ ) and Zendesk as our "private tickets" (reachable by emailing us at support@plugable.com)

* We use Getsatisfaction as our public support center and FAQ -- basically, as a better alternative to Zendesk Knowledge Base / Forums (which we don't use). We use Zendesk only as an email ticket system.

* We import each new Getsatisfaction thread into Zendesk to create a matching ticket, because zendesk is our central location to assign and track ownership. On a new reply, we re-open that ticket. All this is done by hand (automatic create/re-open isn't a feature of the integration)

We like GetSatisfaction as our "public face" because of the higher degree of informality and empathy in the interface - it matches our corporate personality better. And it's easier for our community to participate. The getsat/zendesk integration isn't perfect, but it works well for us.

Hope that helps. Thanks!
Bernie

Bernie Thompson
Founder, Plugable Technologies
http://plugable.com/products/

Todd Eccles

  • 5 Posts
  • 1 Like
Thank you for sharing that. That is exactly what I am hoping to provide to my user base. I agree ZD is great to manage internal but lacks the social engagement for activating my community of users.

Caty, Employee

  • 946 Posts
  • 104 Likes
Hi Todd,

Someone recently posted a question on Quora asking "What's the difference between Get Satisfaction and Zendesk?" and our GM of Freemium, Jeff Nolan, provided a nice response. I thought you might find the question interesting so I wanted to share. Please let us know if you have any other questions!

Todd Eccles

  • 5 Posts
  • 1 Like
Caty,

That was great info. Thank you for that. I sent it along to Pete who heads up our Support Department. We would love to implement this with our new release coming out in July.

Todd

Caty, Employee

  • 946 Posts
  • 104 Likes
That's so exciting to hear! We look forward to working with you guys! :)

Alden

  • 9 Posts
  • 13 Likes
We use both Get Satisfaction and Zendesk at Ustream.

The default setup when you follow the instructions here: https://support.zendesk.com/entries/3...

is for a use case where it would essentially let you import at GS thread and then mirror the activity between GS and Zendesk, so that comments added in Zendesk also show up in GS.

This didn't really make sense to us because the whole point of us taking a thread from GS and converting it into a ticket in Zendesk was because we wanted to make a public conversation private.

We do this when we might need to exchange private data back and forth with a customer or when the topic doesn't seem relevant to any other users besides the one who posted it.

So what we did was not set up the "Notify GetSatisfaction of comment update"
trigger that they show in the Zendesk article, and instead just do a one-way import of GS topics into Zendesk and then handle it solely inside Zendesk from there on out.

The one feature we'd still really like to see (that someone has already mentioned above) is the ability to import an individual reply on a larger topic into a ZenDesk ticket. Right now, the way the integration works, you can only import the original poster of the topic as the person you have the Zendesk ticket with, and it also imports the entire topic into the ticket. It would be very helpful to be able to pull individual replies and the users who posted those replies on topics into Zendesk tickets.

We use the single sign-on inside of Get Satisfction, so we automatically have everyone's "private data" (aka their email address) which is necessary to be able to have the communication with them back and forth via Zendesk.

Bryan K.

  • 68 Posts
  • 5 Likes
I know this was a long time ago, but maybe you can give some more insight now. Would forking the reply into a new topic, then creating a Zendesk ticket out of that new topic work?

Stephanie, Community Support Manager

  • 1039 Posts
  • 88 Likes
Hey Bryan! Forking a reply into a new topic and then exporting that topic to Zendesk is a good way to extract a snippet of the conversation. Just keep in mind that it would be best to do this before any additional comments or replies are made after it though.

Alden

  • 9 Posts
  • 13 Likes
Yep, Stephanie is right, now thanks to topic forking and merging (thank you to the gods of Get Sat for giving us this!!) you can handle individual replies better now. We are still using this successfully everyday.

Bryan K.

  • 66 Posts
  • 5 Likes
If you are only going to use Get Satisfaction -> Zendesk (Like Alden suggested), do we need to do the Configure Zendesk (https://support.zendesk.com/entries/3...) at all, or is following the steps to Configure Get Satisfaction all we need?

I'm still a little lost of what happens after I link the 2 - where do the tickets go? Do I need to make a view, or is this something the targets help with? I may be going off topic here, but I felt it was related close enough to fit. If not, feel free to fork it!

Alden

  • 9 Posts
  • 13 Likes
Hi Bryan You're right, if you want it to only be a one-way, convert Get Sat post into a Zendesk ticket, you don't need to setup anything special on the Zendesk side, you only need to do the setup inside of Get Sat to tell Get Sat which Zendesk account to send to.

As far as your question "Where do the tickets go?" the answer is wherever you tell Zendesk to send them. So the default behavior in Zendesk is everything is in one big bucket. And the default behavior with this connector btw GS and ZD is that they will show up as tickets with the subject line: HERE IS THE SUBJECT (Imported from GS)

In Zendesk there's not separate inboxes or queues that stay physically separate from each other, you just have views, triggers, tags and automations you program to determine the behavior and look and feel of your Zendesk. For example, you can use triggers to create a rule like: If subject contains (Imported from GS) then give it a special tag, or put it in a special view, or use a certain autoresponder, or whatever behavior you want.

Hope this answer helps!

Bryan K.

  • 66 Posts
  • 5 Likes
Alden,

That helps a lot! I'm not nearly as involved in Zendesk like I am for Get Satisfaction, so that explanation really helps out!

Last question, and I am pretty sure this one sways a little off topic but it's invaluable to have someone that is already using both Zendesk and GetSat. What is your workflow if you need to take a ticket private? I was thinking something along the lines of:

• Post a public comment saying you are taking the issue privately because I need some personal information.
• Add the private tag: zendesk_ticket (rather than the ticket number, because that would give us a million private tags)
• Deal with the issue privately
• Post a recap on the original Get Satisfaction topic.
• If it can help, leave it open. If it is just a personal issue, archive.

Does that seem right? Do you do anything differently, or see any holes?

Alden

  • 9 Posts
  • 13 Likes
Yes, you have the full understanding of it. That is exactly our workflow, with one exception. By definition, we pulled it into a ticket because we deemed it a personal issue, so we would archive the topic immediately after step two in your workflow, rather than posting the recap and leaving it open, but you might want to do it differently.

Bryan K.

  • 66 Posts
  • 5 Likes
Alden, that is perfect! My company (Voxox) has some times where we need personal info for an issue that could be affecting many users (for example, not able to call a certain country) so that is why I think it will work for us to update the issue at the end. Thanks for all your answers.