BrandBastion can automatically create Zendesk tickets based on specific tags and filters you configure. This ensures only relevant customer interactions are sent to Zendesk, reducing clutter and improving team efficiency.
Benefits:
Focus on essential interactions like complaints or FAQs.
Improve CX team efficiency by filtering out irrelevant comments.
How to Automate Ticket Creation:
Go to Workflows in your BrandBastion account and create a new workflow for "Create Zendesk tickets"
Choose the tags and/or filters you want to trigger ticket creation (e.g., customer complaints, FAQs).
Enable the automation. This will apply to new conversations.
Examples:
Customer Complaints: Generate tickets for BrandBastion tags like "Customer Complaint Basic" or "Customer Complaint Escalated" to ensure your team prioritizes resolving key issues.
These customized premium tags are available for Engage+ clients. If you're on the Essential or Reputation+ plan, you can create tickets for only conversations tagged with the intent to receive a response ("AI - Response Needed")
FAQs: Set up tickets for commonly asked questions to standardize responses and streamline resolution.
Tips:
Combine Filters for Precision: Use multiple tags or criteria (e.g., language, sentiment) to refine which interactions become tickets.
Test Your Workflow: You can comment on your pages and create test cases to ensure the workflow behaves as expected.
Adjust Over Time: Regularly review ticket triggers and filters to adapt to changing customer needs.
Creating Tickets Manually from Conversations
If you prefer manual control, you can create tickets directly from any conversation in BrandBastion:
On any conversation, click on the three dots.
Click Create Zendesk ticket.
Fill in the necessary ticket details and submit. The ticket will appear in your Zendesk account.
