Zapier: Create a Support Ticket from a Discussions post using Topic Actions

In this article, we will use the Topic Actions webhook to allow Hub admins to create Support Tickets from a Discussions post. We’re using Helpscout as an example for the ticketing platform to send the discussion post to.

Part I - Setting up the webhook in your AdvocateHub

1. Click on your name in the top right of Admin View and go to Settings > Systems > Webhooks
2. Click on Add a Webhook
3. Give your webhook a name. We recommend naming this webhook based on the platform that you're going to send this discussion post to (e.g. Helpscout, JIRA).
4. Skip the Webhook Provider URL field for now (you will get this in Part II)
5. Keep the Format as Form Post
6. For the Type, please select Topic Action from the dropdown menu.
7. Choose an image for the icon logo of the Support ticket platform. Example used below is the Helpscout icon.
8. Open up a new tab and continue to Part II. Don't save or close your webhook yet.
   

   

Part II - Setting up the Zap in Zapier

A. Setting up the Trigger

1. Login to Zapier, hover over the menu bar on the right-hand side and click on Make a New Zap.
2. For your Trigger choose, Webhooks > Catch Hook
3. From the Customize Hook step, copy the given URL.

   

4. Return to your tab with the AdvocateHub webhook creation window open and paste the URL into the Webhook Provider URL field (Part I - Step 4).
   

   

5. Save your webhook and go back to Zapier
6. On Zapier, continue on to Find Data > Click Test & Review and follow this process:

   

   1. Quickly go back into the Hub and click on the lightning icon that appeared on the Discussions post > Send to > Helpscout.
      
   2. Return to Zapier, where within a minute or so, Zapier should recognize your test.
7. Hit Continue to move on.

B. Setting an Action

1. Choose App & Event. Choose the ticketing App that you would like push the contents to. The example below is to create a new ticket in Helpscout.
   
2. Choose Account. Select the account that has access to the Ticketing system.
3. Customize Conversation. Here you can customize the content that will be sent to the Ticketing system, including the Subject of the Ticket, the customer's email, the status and etc.

   

4. Send Data to test the content and you’re all set!

The Result

1. Head over to the Discussions and pick a post to send over to the ticketing system
   

   

2. Click on the three dots to expand the menu. You’ll see a lightning icon to click.
   

   

3. Next, a window will pop-up for you to choose the ticketing platform to send this post to:
   

   

4. Once you click Send, you should see a notification flag saying that it's been successfully sent. If there are any issues, please take a screenshot and submit a ticket to Influitive Support (support@influitive.com).
5. You may need to wait a few minutes for the ticket to appear on your queue.
6. If everything is working well, then you've completed the setup!

FAQ

1. Can this work with other ticketing platform?
   You would have to work with your team member who are familiar with using Zapier, API and webhooks but if the ticketing platform supports API/Webhooks, then yes it is possible. Currently, Zapier provides integrations with HelpScout, FreshDesk, Zendesk and Atlassian JIRA.
2. Do I have to use Zapier?
   No, it is not a requirement to use Zapier. You are free to use any middleware application that support Webhooks and API. We use Zapier as an example because there are no sign-up fees. Although, more complex Zaps will need to have additional fees.
3. Can advocates use this tool as well?
   At this time, only Hub admins can see this icon and use this tool. This icon won't be visible for the users yet.
4. Can this trigger push the whole Discussion thread to the ticketing system?
   This trigger will only push the initial topic content, not the subsequent threads. The individual comment threads would need to be triggered with the button again to create a new ticket.