Before
A team member likely reviewed each Google Forms response, searched for the requester in Zendesk, and manually created a ticket with the submitted details. They then had to send a separate email containing the ticket reference and submission information.
How it works
- Receive a new Google Forms submission through the workflow webhook.
- Search for the requester in Zendesk and evaluate the user-found condition before proceeding with ticket creation.
- Create the Zendesk ticket and send a confirmation email with the resulting ticket information.
Workflow details
- Form intake: The workflow starts when a Google Forms webhook delivers a new submission, providing the information needed to begin ticket processing.
- Requester lookup: It searches Zendesk users and evaluates whether the submitted requester can be found before continuing through the ticket-creation path.
- Ticket creation: The workflow sends a request to create a Zendesk ticket with the submitted requester's details, subject, description, and configured ticket context.
- Notification: After the ticket-creation step, it sends an email notification to the designated recipient with confirmation that a new Zendesk ticket was submitted, including a ticket reference and submission details where available.
- Operational result: A form response becomes a trackable support ticket and notification without requiring an operator to repeatedly transfer information between the intake form, the support system, and email.
What changed
The form submission now initiates the requester lookup, ticket creation, and email handoff automatically. Ticket information is transferred into the support workflow and the designated recipient is notified after creation, rather than waiting for a person to perform each step.
Work removed
Reviewing each form response, searching Zendesk for the requester, copying submission details into a ticket, creating the ticket manually, and sending a separate notification email.
Expected outcome
The workflow can remove at least four recurring manual actions per submission—reviewing, looking up the requester, creating the ticket, and notifying the recipient—without claiming a measured time saving.
