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Hello Zaps! 

 

I wanted to create an automation for my customer support team. We are using “”helpdesk”” application to manage the emails of the customer.

What exactly I need - 

I want to link the helpdesk with Zapier » I want to add a google sheet with all the answer content » Whenever a new ticket comes, Zapier should read the email and match with the content I have in google sheet and then reply back to the customer via helpdesk. Also, same process when email gets reopen in helpdesk. If the Zapier do not find any content match with customer request it should not be solved, instead tag that ticket and move to a dedicated bucket. Is it feasible? Can anyone help me to setup this automation. 

Hi ​@Anand59,

 

Welcome to the Community.

Your customer support automation idea is feasible with Zapier and can significantly streamline your workflow. To set it up, create a Zap that triggers when a new or reopened ticket appears in your Helpdesk app. Then, add a "Search" step using Google Sheets to look for a predefined response by matching the ticket's subject or content to a row in your spreadsheet. Use your Helpdesk app to send the corresponding response if a match is found automatically. If no match is found, use a "Path" in Zapier to tag the ticket and route it to a specific bucket for manual follow-up. This setup allows for efficient handling of common inquiries while ensuring unmatched tickets are flagged for review.

This is a basic outline of how you can set up this automation. The exact steps may vary depending on the specific Helpdesk app you're using and how your Google Sheets document is structured. Please let me know if you run into any issues or have any questions. We're here to help.

Hi there ​@Anand59 👋

Did Jammer’s suggestion do the trick, or did you find a different solution?

Keep us posted on how it’s going, want to make sure you’re all set!

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