Thanks to the automations offered by Zendesk and the functionalities of SnapCall, you can make sure that each client who opened a ticket for your support team will be given the possibility to add videos or pictures to it, without waiting for an agent to share a link.
This helps agents understand issues more easily without searching through multiple threads or apps. Clients can record and upload attachments immediately without waiting for an agent, and the media is added to the existing ticket without creating duplicates. Admins can also customize attachment options based on company needs.
You can follow the steps below to set up the automation:
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.
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 4: 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).
https://app.snapcall.io/YOUR_COMPANY_NAME
Once done, you will have the possibility to specify an email subject and body, which can be set in the way you prefer. On the body, please make sure to add the link of your Public Page, which you can find by clicking on this link, on the right side of the page.
Use this version if you want to redirect your customer to a specific flow.
Thank you {{current_user.first_name}} for contacting us.
To better understand your request, we invite you to record a video in which you provide all the details you consider useful.<a href="https://app.snapcall.io/YOUR_PUBLIC_PAGE?flow=YOUR_FLOW_ID&customerEmail={{ticket.requester.email}}&ticket={{ticket.id}}">Click here to start recording</a><br>
Have a great day !
Use this version if you want to give the customer a series of options:
Thank you {{current_user.first_name}} for contacting us.
To better understand your request, we invite you to record a video in which you provide all the details you consider useful.<a href="https://app.snapcall.io/YOUR_PUBLIC_PAGE?customerEmail={{ticket.requester.email}}&ticket={{ticket.id}}">Click here to start recording</a><br>
Have a great day !
The result should be similar to the one shown below.
