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Converting a Ticket to a Forum Topic

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  rev. 10/11/2010        

For support tickets that we will likely see again the final answer should be cleaned up and converted to a forum and posted to the Solutions Forum as a topic.


To do this you simply click the drop down next to the "Submit" button in any open Zendesk ticket.  Change it to “Update ticket and Post to Forum”.  If you didn’t update anything in the ticket then it doesn’t actually update the ticket.  If you did update the ticket then notices are sent out as usual based on the selection you made around the comment being public or private.  In either case, it takes you to a screen that allows you to modify the entire comment text from the ticket.

Remove any uniquely identifying customer text.  If necessary polish up the wording.  The default is to post using the agents name and not the customers.

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