Customer support is a tough job. There's a fine line between keeping your customers happy and burning out your customer support team. Whether it's turning forms your customers submit into tickets, to routing tickets to the right platforms, these manual tasks can quickly pile up or slip through the cracks.
The best way to keep your customers (and your support team) happy, is to throw automation into the mix. From using AI tools to provide solutions to notifying your team about new tickets, these Zaps—our term for automated workflows—will streamline your whole customer support operation.
Nouveau sur Zapier ? Il s’agit d’un logiciel d’automatisation des flux de travail qui vous permet de vous concentrer sur ce qui compte. Combinez des interfaces utilisateur, des tables de données et une logique avec des milliers d’applis pour créer et automatiser tout ce que vous pouvez imaginer. Inscrivez-vous gratuitement pour utiliser cette appli, et des milliers d’autres, avec Zapier.
Table des matières
Pour commencer avec un modèle Zap (c'est ainsi que nous appelons nos flux de travail prédéfinis), il suffit de cliquer sur le bouton correspondant. La configuration prend seulement quelques minutes. Pour en savoir plus sur la configuration des Zaps, cliquez ici.
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.
Pour commencer avec un modèle Zap (c'est ainsi que nous appelons nos flux de travail prédéfinis), il suffit de cliquer sur le bouton correspondant. La configuration prend seulement quelques minutes. Pour en savoir plus sur la configuration des Zaps, cliquez ici.
Crée des cartes Trello à partir des nouvelles réponses Typeform
Créer des cartes Trello à partir de nouvelles réponses Google Formulaires
Créer des tickets Zendesk à partir de nouvelles entrées Typeform
Créer des tickets Zendesk à partir de nouvelles soumissions de formulaires HubSpot
Créer des tickets Freshdesk pour les nouvelles soumissions Jotform
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
Créer des demandes Jira Service Management à partir de nouveaux POST webhook
Need to connect other tools that don't have a Zapier integration? Here's how you can use webhooks to automate anything.
Create tickets from chatbot interactions
Do you use AI-powered chatbots to handle customer interactions and issues in real time? While chatbots are an effective way to provide quick and accurate answers to common questions (some chatbots can even access your business's resources), sometimes you'll need to pass issues over to your support team.
With these Zaps, you can automatically route tickets straight to your support platform for human assistance.
Create Freshdesk tickets from new ChatBot messages
Automatically create a Zendesk ticket when you get a new ChatBot message
Create Zendesk tickets when new Zapier Chatbots buttons are clicked
Want to build an end-to-end customer support portal for your customers? Follow our step-by-step guide to design a resource hub with Zapier Interfaces. Alternatively, you can get started right away with our Request Portal Template.
Enhance your tickets with AI
The last thing you want when your customers hit a roadblock is to keep them waiting for a solution. When it comes to handling bucket loads of tickets, timing is everything.
And using AI tools can help lighten the load. With these Zap templates, AI can summarize a ticket, add extra context, and even provide suggested solutions or responses to save technicians time—helping them give customers a speedier and more personalized experience.
Add acceptance criteria as comments to new issues in Jira using OpenAI
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 or via email, which they most likely always have open.
Envoi de nouvelles demandes Jira Service Management à Microsoft Teams
Envoyer des e-mails Gmail pour les nouveaux tickets Zendesk
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 moving tickets to the right place can relieve the burden for your team—especially if there's a sudden influx of tickets.
These workflows can create recurring tickets or move requests so you can easily stay on top of everything.
Créer un nouveau ticket Zendesk automatiquement chaque semaine
Créer des demandes hebdomadaires dans Jira Service Management
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 so you can do your own calculations.
Créer des lignes dans des feuilles de calcul Google Sheets avec de nouvelles cartes Trello
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,
Streamline your customer support with automation
Your customer support team keeps your customers happy, so by introducing automation, it can 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.
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This article was originally published in January 2021, written by Tyler Robertson, with previous updates by Krystina Martinez. It was most recently updated in February 2024 by Elena Alston.
