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Let clients add media via SnapCall when they create a new ticket in Zendesk
Let clients add media via SnapCall when they create a new ticket in Zendesk
Alessandro Angioni avatar
Written by Alessandro Angioni
Updated over 2 weeks ago

Follow this guide to enable customers to upload media via SnapCall as soon as they create a ticket—whether through an existing form or a bot.

Once configured, SnapCall media will be attached to new tickets in Zendesk, providing AI-generated insights and allowing agents to view media directly from the SnapCall app on the right side of the Zendesk interface.


Step 1: Access the Zendesk Admin Panel

Log in to your Zendesk account and navigate to the Admin Panel.

Step 2: Create a New Trigger

  • In the Admin Panel, go to the Triggers section. You can use the search bar for quicker access.

  • Click on Triggers to view existing ones or create a new one.

Step 3: Define Trigger Settings

  • Set a name, description, and category for the trigger. These fields can be customized as needed, as they won’t affect functionality.

Step 4: Configure Trigger Conditions

  • The key setting is to ensure the trigger activates only when a new ticket is created (such as after a form is completed).

  • The trigger should not activate when a ticket is marked as solved.

💡 Pro Tip: You can refine this condition further by specifying that the trigger only applies to tickets with a particular status (e.g., “New”).

Step 5 (Optional): Advanced Filtering

If your organization receives a high volume of tickets and you want to restrict video uploads to specific cases, you can use the Tag Condition option. This allows you to specify certain tags that must be present in a ticket for the upload link to be sent.

Step 6: Set Up the Email Notification

  • Once the conditions are in place, configure the Actions section.

  • Create an email notification that will be sent to the customer when a ticket is created.

  • Ensure the message clearly explains the option to upload relevant files (screenshots, videos, etc.) to help clarify their issue.

🔗 Include the Public Upload Page

  • Add your Public Page link, which can be found by clicking here (on the right side of the page).

  • Append the following string to the end of the URL:

    ?supportType=recordVideo&customerEmail={{ticket.requester.email}}&ticket={{ticket.id}}

This formula automatically fills in the customer’s email and ticket ID, eliminating the need for manual entry.

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