The question was already asked once, but not answered. Maybe this time someone knows about it.
In my vision we have a partner / customer forum which may not be necessarily publicly available. Within this closed community I thought about letting customers create a JIRA Service Desk ticket right out of a forum discussion. Anything like that possible or planned?
This is pretty much the same as your SalesForce question. If you can get Discourse to use the same SSO master, you should be fine.
Attached my Salesforce question: https://meta.discourse.org/t/salesforce-integration-in-closed-community/72763/2
Well then I’ll see first if I understand it for Salesforce and I will see how far I can go then for JIRA Service Desk if it basically based on the same principle.
As I just discussed the same in a different forum I thought I give you some further insight about my idea:
I am looking for a solution that also allows to directly create a support ticket out of a forum discussion. The community should try to help themselves, however if necessary they should be able to directly trigger a support case out of the discussion.
A ticket should be created and the support staff be notified about that (which is already business of the ticketing software). However, he/she should be able to quickly jump to the link of the discussion as well.
I assume this is a bi-directional integration and I am interested specifically if something like that exists for JIRA Service Desk or Zendesk Support?
Der Stand der Dinge im Jahr 2022:
Es gibt Zapier-Integrationen, die Discourse-Webhooks verwenden:
Discourse Jira Software Server Integration - Quick Connect - Zapier und
Discourse Zendesk Integration - Quick Connect - Zapier
Und es gibt auch ein Zendesk-Plugin.
Außerdem bietet Discourse selbst seit 2017 großartige neue Funktionen dafür, wie die Möglichkeit, Themen direkt dem Personal zuzuweisen, Personal-Flüsterer, Benachrichtigungserinnerungen usw., sodass Sie ziemlich weit kommen können, ohne Tickets in Jira oder einem anderen externen Tool erstellen zu müssen.