I’d love to make a feature request for this Zendesk integration:
The ability to both send replies to Zendesk as comments, and pull comments from Zendesk as replies is really critical for us. However, the only way to perform the latter is to have specified Discourse category topics automatically create Zendesk tickets.
I would much rather there was a way to have manually-created Zendesk tickets also have this ability to pull in comments as replies! This is because we have a triage process in place where only some customer-created topics would need to be forwarded to Zendesk. We wouldn’t want to allow our end users to also create Zendesk tickets behind the scenes.
Thanks!