Customer support is a tough job—and making sure your customers are taken care of without burning out your support team is even tougher. Whether it’s keeping the team on target, handing off customers to other teams, or just maintaining ticket hygiene, the tasks can quickly pile up and often lead to points of friction or wasted effort.
Luckily, many of these tasks can be automated to help you stay on top of tickets, get your customers the help they need, and keep your team healthy and growing. We’ve collected some popular Zaps (our name for Zapier’s automated workflows) that help keep your customer support team running smoothly.
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Create tickets from forms
Questions can come from anywhere, and—because you're the Steven Tyler of support—you don't want to miss a thing.
With these Zaps, you can turn new form submissions into tickets so your team can assist customers right away.
To get started with a Zap template—what we call our pre-made workflows—just click on the button. It only takes a few minutes to set up. You can read more about setting up Zaps here.
Create Trello cards from new Google Forms responses
Create Zendesk tickets from new HubSpot form submissions
Does your business use a custom website form for customer support? You can connect your ticketing platform to your web form with Webhooks by Zapier. It's a built-in tool, available on paid Zapier plans, that lets you use webhooks within Zaps.
Get started with these workflows:
Turn Webhooks into new conversations in Help Scout
Create Jira Service Management requests from new Webhook POSTs
Need to connect other tools that don't have a Zapier integration? Here's how you can use webhooks to automate anything.
Route tickets to the proper channels
If your customers can't find your support form, they'll find other ways—whether it's emailing an employee or using your marketing chatbot.
These Zaps will route your customers to the right place:
Add new Intercom conversations to Zendesk as tickets
Create new Freshdesk tickets when Intercom users are tagged
If you frequently reroute emails to your ticketing channels, you can also use our Email Parser tool to extract relevant information to include in tickets.
Create new Zendesk tickets from parsed emails by Zapier
Create Help Scout conversations from parsed emails
On the other hand, you might receive a ticket that another team needs to handle, such as communicating a bug to your engineering team or pointing a customer to sales.
Use these workflows for a seamless handoff—and happier customers:
Create JIRA issues from new tickets in Zendesk view
Notify your team about new tickets
Support doesn't always happen in just one app—your team might be putting out fires in multiple places, or building documentation to help answer even more questions in the future. To make sure a ticket never gets lost, use the Zaps below to notify your team about new tickets in your company's team chat app, which they most likely always have open.
Send new Jira Service Management requests to Microsoft Teams
Share new Help Scout conversations in Microsoft Teams
Maintain ticket hygiene
Things can get disorganized fast if you're managing a high volume of support requests. Automating best practices for processes like tagging certain tickets or documenting solutions can relieve the burden for your team—especially if there's a sudden influx of tickets.
These workflows can create recurring tickets, move requests to the proper place, and document activity in your internal knowledge base.
Copy new or moved Trello cards from one board or list to another board or list
Add checklists to Trello cards when they reach specified lists
Create a new Zendesk ticket automatically every week
Save new Trello card activity as Google Sheets rows
Create OneNote notes from new or moved Trello cards
Keep an eye on the numbers
While putting a number score on how much"help" your team is providing can sound harsh, it can be a tool for transparency, and let each member of the team know how they're doing in a more tangible way than just "good."
Most customer service apps have built-in metric trackers, but sometimes you need more customization for your metric tracking. These Zaps will send tickets to a spreadsheet or database so you can do your own calculations.
Create rows in Google Sheets spreadsheets with new Trello cards
Create Airtable records from new or moved Trello cards
Add rows to Google Sheets for updated Freshdesk tickets
Does your team need more individualized motivation? Here’s how to create a personal best challenge bot to push them forward.
Support your customer support team with automation
Your customer support team keeps your customers happy, so take care of them too. Automation with Zapier helps ease the demands on your support crew, so they can focus on providing excellent customer service.
This article was originally published in January 2021, written by Tyler Robertson. It was most recently updated in April 2023 by Krystina Martinez.