Create a Support Ticket Automatically (Zapier)

Hilos can be integrated with most platforms that support webhooks, including Zapier. This allows you to create a support ticket automatically when a trigger event occurs in another application (like Linear, Jira, or Slack). This can help you streamline your support process and ensure that no customer request goes unanswered. To do so, you just need to have a Zapier account and follow these steps:

Step-by-Step Guide to Creating a Support Ticket Automatically

Step 1: Create a New Zap in Zapier

1. Log in to Your Zapier Account:

   • Go to Zapier and log in to your account.

2. Create a New Zap:

   • Click on + Create Zap to start creating a new Zap.

Step 2: Set Up the Trigger

1. Choose Webhook as the Trigger App:

   • In the “Choose App & Event” section, search for and select “Webhooks by Zapier.”
   • Choose the “Catch Hook” trigger event.

2. Copy the Webhook URL:

   • Zapier will provide you with a unique webhook URL. Copy this URL as you will need it in the next steps.

Step 3: Configure Hilos to Send Data to Zapier

1. Go to Hilos Flows:

   • Navigate to Flows in your Hilos account.
   • Select the flow you wish to integrate with Zapier.

2. Add a Connect API Step:

   • Click on the + button to add a new step.
   • Select “Connect API” from the list of step types.

3. Configure the Connect API Step:

   • Set the method to POST.
   • Paste the webhook URL you copied from Zapier into the URL field.
   • Set the content type to JSON.
   • Add an object with the properties you wish to send to Zapier. For the first time, hard code the values and test it to see if you receive the data in Zapier correctly. Afterwards, you may replace it with the variables you wish to use.

{
  "title": "{{step.ask_a_question}}",
  "description": "{{step.description}}",
  "status": "open",
  "customer": "{{contact.first_name}}",
  "phone": "{{contact.phone}}",
  "accountID": "{{contact.account_id}}"
}

Step 4: Set Up the Action in Zapier

1. Choose the Action App:

   • In Zapier, choose the app where you want to create the support ticket (e.g., Linear, Jira, Trello, Slack).

2. Select the Action Event:

   • For Linear, Jira, or Trello, select the “Create Issue” action.
   • For Slack, select the “Send Message” action.

3. Map the Fields:

   • Map the fields with the data received from the webhook. Use the data received in the webhook to populate the fields in the action app.

Example Flow Structure

Your flow in Hilos should now have the following structure:

1. Trigger: Any incoming message or specific event.
2. Question Step: Ask the user for relevant information (e.g., issue details).
3. Update Contact Step (Optional): Save additional information to the contact.
4. Connect API Step: Send the data to Zapier using the webhook URL.

Final Steps

1. Test the Integration:

   • Send a test message or trigger the event to ensure the data is received correctly in Zapier and the support ticket is created.

2. Monitor and Optimize:

   • Monitor the performance of your integration and make adjustments as needed to ensure a smooth support process.

Conclusion

Integrating Hilos with Zapier allows you to automate the creation of support tickets, ensuring that no customer request goes unanswered. By following the steps outlined above, you can set up a fully automated support ticket creation process that will streamline your support operations and improve customer satisfaction. Start integrating Hilos with Zapier today and take your support process to the next level! 🙌🏻