Escalating a customer request to a Zendesk Help Center form for more information.
This article shows you how to escalate an existing ticket to a new ticket form submission and merge the result.
We all know the following scenario: a customer contacts your support team over email with a minimal set of details. Your first reaction might be to reply to the customer asking for those details. However, you also have a nice form on your Help Center that already asks for those elements, and in a perfect world, the customer would have used that form for their inquiry.
This article will show you a simple setup that allows you to fix this flow. It runs as follows:
When a customer contacts you over email, you can use a macro to reply to them. The macro contains a link to your Help Center where you have a form that ask for more details. If they fill in the form your Zendesk will detect it comes from the same user, and will merge the two requests into one ticket with all information nicely combined.
