Zendesk | How to create rules to categorize or assign tickets coming from Bigblue
Are you looking to streamline your customer support process? With Bigblue's integration in Zendesk, you can automate various tasks such as ticket assignment, tagging, and organizing tickets into folders based on specific criteria. This guide will walk you through leveraging Zendesk's features alongside Bigblue's integration to create efficient workflows.
Ticket types
You may encounter three types of tickets within Zendesk coming directly from Bigblue, or indirectly.
- 🐳 Support tool Alert — Tickets created directly by Bigblue, coming from the Bigblue Zendesk integration.
- 🗒 Contact coming from Contact form — When customers use the Bigblue contact form, it will open a ticket in Zendesk.
- 📧 Tracking email reply — When customers directly reply to a tracking email, they contact your support team. It creates a ticket on Zendesk.
Create automated workflows
To streamline your support process and handle these tickets efficiently, you can leverage either the ticket subject or tags added by Bigblue. Here's how to set up automated workflows:
- Navigate to Zendesk Admin Center: Access the Admin Center within Zendesk.
- Go to Objects and Rules: Under Objects and Rules, select Triggers.
- Add Trigger: Click on the "Add Trigger" button to create a new trigger.
- Configure Trigger Conditions:
- Choose whether to trigger actions based on tags or ticket subjects.
- Utilize the ticket nomenclature (table below) to define conditions for your triggers.
Possible use cases can include: assigning a ticket to a specific agent, adding a priority tag, categorizing a ticket into a folder, adding an internal note, etc.
Ticket nomenclature
| Ticket typology | Type | Ticket Subject Nomenclature | Tag |
|---|---|---|---|
| 🐳Support tool Alerts | Order in Action Required | "The order {order id} is blocked due to an invalid address or buyer contact data." | bigblue-action-required |
| 🐳 Support tool Alerts | Negative rating on Buyer Satisfaction survey — with comment | "The buyer {buyer name} has given a bad rating to the Delivery Satisfaction Survey" |
bigblue-bad-rating-with-comment
|
| 🐳 Support tool Alerts | Negative rating on Buyer Satisfaction survey — without comment | "The buyer {buyer name} has given a bad rating to the Delivery Satisfaction Survey" | bigblue-bad-rating-no-comment |
| 🗒 Contact coming from Contact form | Edit or cancel order | "Order #{order id} - Edit or cancel order" | No tag added |
| 🗒 Contact coming from Contact form | Delivery issue | "Order #{order id} - Issue at delivery" | No tag added |
| 🗒 Contact coming from Contact form | Damaged item | "Order #{order id} - Damaged item" | No tag added |
| 🗒 Contact coming from Contact form | Wrong or missing item | "Order #{order id} - Wrong item received or missing item" | No tag added |
| 🗒 Contact coming from Contact form | Other | "Order #{order id} - Other issue" | No tag added |
| 📧 Tracking email reply | In preparation | (French) "Votre commande est en préparation", (English) "Your order is being prepared", (Spanish) "Tu pedido está en preparación", (German) "Deine Bestellung wird vorbereitet", (Italian) "Il tuo ordine è in preparazione", (Portuguese) "O teu pedido está em preparação" | No tag added |
| 📧 Tracking email reply | Shipped | (French) "Votre commande est en route", (English) "Your order is on the way", (Spanish) "Tu pedido está en camino", (German) "Deine Bestellung ist unterwegs", (Italian) "Il tuo ordine è in cammino", (Portuguese) "O teu pedido está a caminho" | No tag added |
| 📧 Tracking email reply | Delivered | (French) "Votre commande est arrivée", (English) "Your order has arrived", (Spanish) "Tu pedido ha llegado", (German) "Deine Bestellung ist angekommen", (Italian) "Il tuo ordine è arrivato", (Portuguese) "O teu pedido chegou" | No tag added |
| 📧 Tracking email reply | Delivered - Collected at a pickup point | (French) "Votre commande a été récupérée", (English) "Your order has been picked up", (Spanish) "Tu pedido ha sido recogido", (German) "Deine Bestellung wurde abgeholt", (Italian) "Il tuo ordine è stato ritirato", (Portuguese) "O teu pedido foi recolhido" | No tag added |
| 📧 Tracking email reply | Failed attempt | (French) "Votre commande n’a pas pu être livrée", (English) "Your order could not be delivered", (Spanish) "Tu pedido no pudo ser entregado", (German) "Deine Bestellung konnte nicht geliefert werden", (Italian) "Il tuo ordine non è stato possibile consegnare", (Portuguese) "O teu pedido não pôde ser entregue" | No tag added |
| 📧 Tracking email reply | Return confirmed | (French) "Votre retour est confirmé", (English) "Your return is confirmed", (Spanish) "Tu retorno está confirmado", (German) "Deine Rücksendung ist bestätigt", (Italian) "Il tuo reso è confermato", (Portuguese) "O teu retorno está confirmado" | No tag added |
| 📧 Tracking email reply | Return created | (French) "Votre retour a été créé", (English) "Your return has been created", (Spanish) "Tu retorno ha sido creado", (German) "Deine Rücksendung wurde erstellt", (Italian) "Il tuo reso è stato creato", (Portuguese) "O teu retorno foi criado" | No tag added |
| 📧 Tracking email reply | Return shipped | (French) "Votre retour a été expédié", (English) "Your return has been shipped", (Spanish) "Tu retorno ha sido enviado", (German) "Deine Rücksendung wurde verschickt", (Italian) "Il tuo reso è stato spedito", (Portuguese) "O teu retorno foi enviado" | No tag added |
| 📧 Tracking email reply | Return returned | (French) "Votre retour a été reçu", (English) "Your return has been received", (Spanish) "Tu retorno ha sido recibido", (German) "Deine Rücksendung wurde empfangen", (Italian) "Il tuo reso è stato ricevuto", (Portuguese) "O teu retorno foi recebido" | No tag added |
| 📧 Tracking email reply | Invalid order info | (French) "Informations de commande invalides", (English) "Invalid order information", (Spanish) "Información de pedido inválida", (German) "Ungültige Bestellinformationen", (Italian) "Informazioni sull'ordine non valide", (Portuguese) "Informações de pedido inválidas" | No tag added |
| 📧 Tracking email reply | Delayed | (French) "Votre commande est retardée", (English) "Your order is delayed", (Spanish) "Tu pedido está retrasado", (German) "Deine Bestellung ist verzögert", (Italian) "Il tuo ordine è in ritardo", (Portuguese) "O teu pedido está atrasado" | No tag added |
| 📧 Tracking email reply | Pickup collection reminder | (French) "Rappel de collecte pour votre commande", (English) "Collection reminder for your order", (Spanish) "Recordatorio de recolección para tu pedido", (German) "Abholerinnerung für deine Bestellung", (Italian) "Promemoria di raccolta per il tuo ordine", (Portuguese) "Lembrete de coleta para o teu pedido" | No tag added |
| 📧 Tracking email reply | [ Merchants using HTML / MJML emails ] | The subject depends on your email settings | No tag added |
For further assistance or customization options, refer to Zendesk's official documentation or contact your Zendesk account manager.