| Plan | × Professional × Advanced × Scale ✓ Enterprise |
The DM Automation feature allows you to automatically create Zendesk tickets from your inbox engagements, helping streamline your support workflow and ensure no customer inquiry is missed.
What DM Automation can do with Zendesk
DM Automation enables you to turn incoming messages into actionable support tickets by:
- Automatically creating Zendesk tickets from direct messages
- Prompting users to provide key details, such as name and email, through data collection
- Ensuring your team has the necessary information to follow up
- Centralizing support requests for better tracking and resolution
This helps your team respond more efficiently while keeping all customer inquiries organized within Zendesk.
How to connect and set up Zendesk in Vista Social
Before setting up DM Automation to create tickets, you’ll need to connect Zendesk to Vista Social. To do so:
Click the + Quick Add button in the left sidebar
Select Add a social profile
Locate Zendesk from the available options
Click Connect and add your Zendesk subdomain to authorize access
How to set up your Zendesk automation
- Go to Inbox → Automations in your Vista Social account.
- Click Create automation.
- Set the trigger condition, such as:
- Keywords (e.g., “support”, “help”, “issue”)
- Giving AI context on the intent of the message (AI Intent feature)
- Configure the rest of your automation settings and click Continue.
- It is recommended to set up the Data collection action to collect user information, such as name, email address, etc. This gives the ticket more context for better and more efficient support.
- Now, select the Zendesk ticket creation action and configure your ticket settings.
- Save and activate the automation.
Once enabled, messages that meet your conditions will automatically generate Zendesk tickets.
Tips, limits & best practices
- Regularly review your automation rules to ensure they match your current support workflow
- Test your automation with different scenarios to confirm that tickets are created correctly
- Keep prompts clear and simple so users can easily provide their information
- Use specific keywords to avoid triggering unnecessary ticket creation
Frequently Asked Questions
Q: How do I access DM Automation settings?
A: You can access DM Automation settings by logging into your Vista Social account and navigating to the settings menu.
Q: Can I customize the prompts for user information?
A: Yes, you can customize the prompts to ask for specific information that suits your support needs.
Q: Is there a limit to how many tickets can be created through DM Automation?
A: There is no specific limit on the number of tickets that can be created; however, ensure your team can manage the volume effectively.
Need further help?
If you have any questions or need additional help, feel free to contact our awesome support team. We are here to assist you!
Related Reading:
Inbox Automation Triggers & Actions by Network
Data Collection with DM Automations
Instagram Automations: How to Send More Than One Message
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