Customers ask questions on the quote itself. A Zap copies each comment to their ticket as an internal note and reopens it, so the agent answers from the queue they already work.
Build a Zap with QuoteCloud's Zapier app, on Essentials and up. QuoteCloud's Document Comment Event starts it, Zendesk's Find Tickets finds the customer's ticket, and Update Ticket adds the comment as an internal note and sets the status back to Open, so the question shows up in the agent's view.
Last reviewed by the QuoteCloud team
Two overlapping panels with sample data. Behind, Quillfield IT's laptop refresh quote QF-L-1207 for Thornbury & Webb: 12 business laptops with set-up and data transfer, $23,298.00 including tax; its activity shows it was sent, viewed and commented on by Rebecca Webb. In front, an illustration of Zendesk ticket #6731: Rebecca's request, Nina Castell's reply, then an internal note added by a Zap with Rebecca's comment, asking to take the laptops in two batches, and the ticket set back to Open.
QFQuillfield ITHardware quoteQF-L-1207Sample · fictional business
Your laptop refresh
Item
Qty
Rate
Amount
Devices and set-up
$21,180
14-inch business laptop, 16 GB, 512 GBThree-year onsite warranty
12 ea
$1,640
$19,680.00
Set-up and enrolmentYour apps, policies and backup
12 device
$85
$1,020.00
Data transfer and old-device wipeWith a certificate for each device
12 device
$40
$480.00
Subtotal
$21,180.00
Tax (10%)
$2,118.00
Total
$23,298.00
Plus, monthly
$0.00/mo
Activity
Sent to Rebecca WebbMon 16 Nov, 3:40 pm · by Nina Castell
Viewed by RebeccaTue 17 Nov, 9:02 am
Comment from RebeccaTue 17 Nov, 9:14 am · on the price table
Hardware quote
Help desk · TicketPlinthworkIllustration · sample data
Ticket #6731 · via EmailQuote for 12 new laptops for the audit team
Open
RW
Rebecca WebbThornbury & WebbPublic reply
We need 12 new laptops for the audit team before the new year. Can you quote them, set up?
Mon 16 Nov, 10:02 am
NC
Nina CastellAccountsPublic reply
Hi Rebecca, quote QF-L-1207 is in your inbox. Comment on it if anything needs changing.
Mon 16 Nov, 3:40 pm
ZapQuoteCloudInternal note
Comment on QF-L-1207 from Rebecca Webb: "Can we take the laptops in two batches of six, a month apart?" Status set to Open.
Tue 17 Nov, 9:14 am · Added by a Zap
Illustration with sample data: a generic help desk ticket, not Zendesk’s screen.
The ticket
Whysendquotecommentstotheticket?
QuoteCloud lets customers comment right on the document, next to the line they're asking about. That's where questions about a quote belong, but it isn't where a support team looks: their work is the Zendesk queue.
Quillfield IT's account manager Nina Castell sent a laptop refresh quote from a ticket and set the ticket to Pending. When Rebecca Webb asked, on the quote, whether the laptops could come in two batches, a Zap put her question on the ticket and reopened it. Nina answered within the hour, from the queue.
The customer comments where it's easiest for them: on the quote.
The agent sees it where they work: an open ticket, with the comment as an internal note.
Your Zendesk views, SLAs and reports count the question like any other.
Howdoesacommentonthequotereachtheticket?
Three steps: the comment, the customer's ticket, and the update.
ZapComment on a quote: internal note, reopen the ticket
WhenQCQuoteCloudTriggerDocument Comment EventFires when a comment is made on a document.Passes on
Comment text
Comment author
Document reference
ThenZendeskSearchFind TicketsThe customer's ticket, by their email and your quote tag.Searches on
Requester email
Tag: quote_sent
ThenZendeskActionUpdate TicketThe comment as an internal note, and the ticket back in the agent's open view.Mapped in
Ticket
New Comment to add to the Ticket
Should the new Comment be public?: No
New status: Open
Keep the note internal: the customer wrote the comment, so they don't need it emailed back to them.
Rebecca opens QF-L-1207 on Tuesday morning and comments on the price table at 9:14: can the laptops come in two batches of six, a month apart? A minute later ticket #6731 is Open again, with her question as an internal note for Nina.
Result
Every question on a quote is an open ticket, answered in the same place as everything else the customer asks.
The quote where Rebecca commented, and the ticket the Zap reopened with her question on it.
QFQuillfield ITHardware quoteQF-L-1207Sample · fictional business
Activity
Sent to Rebecca WebbMon 16 Nov, 3:40 pm · by Nina Castell
Viewed by RebeccaTue 17 Nov, 9:02 am
Comment from RebeccaTue 17 Nov, 9:14 am · on the price table
Your laptop refresh
Item
Qty
Rate
Amount
Devices and set-up
$21,180
14-inch business laptop, 16 GB, 512 GBThree-year onsite warranty
12 ea
$1,640
$19,680.00
Set-up and enrolmentYour apps, policies and backup
12 device
$85
$1,020.00
Data transfer and old-device wipeWith a certificate for each device
12 device
$40
$480.00
Subtotal
$21,180.00
Tax (10%)
$2,118.00
Total
$23,298.00
Plus, monthly
$0.00/mo
QF-L-1207: sent by Nina, viewed and commented on by Rebecca.
Zap
Document Comment Event
Find Tickets
Update Ticket
Help desk · TicketPlinthworkIllustration · sample data
Ticket #6731 · via EmailQuote for 12 new laptops for the audit team
Open
Requester
Rebecca Webb
Organization
Thornbury & Webb
Assignee
Nina Castell
Group
Accounts
Tags
hardwarequote_sent
RW
Rebecca WebbThornbury & WebbPublic reply
We need 12 new laptops for the audit team before the new year. Can you quote them, set up?
Mon 16 Nov, 10:02 am
NC
Nina CastellAccountsPublic reply
Hi Rebecca, quote QF-L-1207 is in your inbox. Comment on it if anything needs changing.
Mon 16 Nov, 3:40 pm
ZapQuoteCloudInternal note
Comment on QF-L-1207 from Rebecca Webb: "Can we take the laptops in two batches of six, a month apart?" Status set to Open.
Tue 17 Nov, 9:14 am · Added by a Zap
Illustration with sample data: a generic help desk ticket, not Zendesk’s screen.
Ticket #6731: Rebecca's comment as an internal note, and the status back to Open.
The ticket is our illustration of a generic help desk with sample data, not Zendesk's screen.
FieldmapforthecommentZap
Quote comments: QuoteCloud fields and where they land on the Zendesk ticket
Zendesk: Zendesk field
Direction
QCQuoteCloud: QuoteCloud field
Goes into
Example (sample data)
Note
Search (Find Tickets)
QuoteCloud to Zendesk
Comment author's email
Search value
rebecca.webb@example.com, tag quote_sent
New Comment, public: No
QuoteCloud to Zendesk
Comment text, author, reference
Internal note
Comment on QF-L-1207 from Rebecca Webb: "Can we take the laptops in two batches of six?"
New status
QuoteCloud to Zendesk
Fixed value
Ticket status
Open
Check the trigger's test data for the field names. All values are sample data.
Variationsonthisrecipe
No ticket yet? Open one
Add Paths by Zapier after Find Tickets: if nothing is found, Create Ticket with the comment as an internal first comment, assigned to the quote's sender.
Answer back on the quote
Start a second Zap with Zendesk's New Comment on Ticket and add QuoteCloud's Create Document Comment, so the agent's answer appears on the quote. Test who can see it before you rely on it.
Only some comments
Add a Filter by Zapier step so only comments from people outside your company reach the ticket.
Build it in Make instead
Bring your own: connect Make to QuoteCloud with Make's built-in OAuth, take the comment event from QuoteCloud's Zapier endpoints, and update the ticket with Make's own Zendesk modules.
Answer questions where you answer everything else
QuoteCloud's Zapier app is on the Essentials plan and up. Start a free 14-day trial and test the comment Zap on a test quote.
Ask agents to tag the ticket, such as quote_sent, when they reply with a quote.
2
Start with Document Comment Event
In Zapier, choose QuoteCloud and the trigger, then comment on a test quote so Zapier has test data.
3
Find the ticket
Add Zendesk's Find Tickets with the commenter's email and the tag.
4
Update the ticket
Add Update Ticket with the comment as a new comment, public set to No, and New status set to Open.
5
Test, then turn it on
Comment as an @example.com recipient, check the note is internal and the ticket reopened, then switch the Zap on.
Questionsaboutquotecomments
Can a comment on a QuoteCloud quote appear on a Zendesk ticket?
Yes, with a Zap. QuoteCloud's Document Comment Event starts it, Zendesk's Find Tickets finds the customer's ticket, and Update Ticket or Add Comment to Ticket adds the comment. Set the comment to not public so it's an internal note for your agents.
Can the Zap reopen a ticket that was pending or solved?
Yes. Zendesk's Update Ticket on Zapier has a New status field, so the same step that adds the comment can set the ticket back to Open and it shows in the agent's view. Your own Zendesk rules on closed tickets still apply.
Can the agent reply on the quote from Zendesk?
Possibly. QuoteCloud's Zapier app has a Create Document Comment action, and Zendesk's New Comment on Ticket can start a Zap. Test who can see a comment added this way before you rely on it; replying in QuoteCloud or in the ticket always works.
Does the comment Zap carry a QuoteCloud document fee?
No. It reads a QuoteCloud event and writes to Zendesk; it doesn't create a document. The per-document fee of US$2.00, $1.80 or $1.60 by volume is for documents created through Zapier or the API.
Route customers' quote comments to their Zendesk ticket
Customers ask questions on the quote itself. A Zap copies each comment to their ticket as an internal note and reopens it, so the agent answers from the queue they already work.
Build a Zap with QuoteCloud's Zapier app, on Essentials and up. QuoteCloud's Document Comment Event starts it, Zendesk's Find Tickets finds the customer's ticket, and Update Ticket adds the comment as an internal note and sets the status back to Open, so the question shows up in the agent's view.
Last reviewed by the QuoteCloud team
Two overlapping panels with sample data. Behind, Quillfield IT's laptop refresh quote QF-L-1207 for Thornbury & Webb: 12 business laptops with set-up and data transfer, $23,298.00 including tax; its activity shows it was sent, viewed and commented on by Rebecca Webb. In front, an illustration of Zendesk ticket #6731: Rebecca's request, Nina Castell's reply, then an internal note added by a Zap with Rebecca's comment, asking to take the laptops in two batches, and the ticket set back to Open.
Your laptop refresh
Activity
Ticket #6731 · via EmailQuote for 12 new laptops for the audit team
OpenRebecca WebbThornbury & WebbPublic reply
We need 12 new laptops for the audit team before the new year. Can you quote them, set up?
Mon 16 Nov, 10:02 am
Nina CastellAccountsPublic reply
Hi Rebecca, quote QF-L-1207 is in your inbox. Comment on it if anything needs changing.
Mon 16 Nov, 3:40 pm
ZapQuoteCloudInternal note
Comment on QF-L-1207 from Rebecca Webb: "Can we take the laptops in two batches of six, a month apart?" Status set to Open.
Tue 17 Nov, 9:14 am · Added by a Zap
Illustration with sample data: a generic help desk ticket, not Zendesk’s screen.
Why send quote comments to the ticket?
QuoteCloud lets customers comment right on the document, next to the line they're asking about. That's where questions about a quote belong, but it isn't where a support team looks: their work is the Zendesk queue.
Quillfield IT's account manager Nina Castell sent a laptop refresh quote from a ticket and set the ticket to Pending. When Rebecca Webb asked, on the quote, whether the laptops could come in two batches, a Zap put her question on the ticket and reopened it. Nina answered within the hour, from the queue.
How does a comment on the quote reach the ticket?
Three steps: the comment, the customer's ticket, and the update.
ZapComment on a quote: internal note, reopen the ticket
Keep the note internal: the customer wrote the comment, so they don't need it emailed back to them.
Rebecca opens QF-L-1207 on Tuesday morning and comments on the price table at 9:14: can the laptops come in two batches of six, a month apart? A minute later ticket #6731 is Open again, with her question as an internal note for Nina.
Result
Every question on a quote is an open ticket, answered in the same place as everything else the customer asks.
QuoteCloud's Zapier app: Essentials and up
How IT providers quote hardwareThe comment, on both sides
The quote where Rebecca commented, and the ticket the Zap reopened with her question on it.
Activity
Your laptop refresh
Zap
Ticket #6731 · via EmailQuote for 12 new laptops for the audit team
OpenRebecca WebbThornbury & WebbPublic reply
We need 12 new laptops for the audit team before the new year. Can you quote them, set up?
Mon 16 Nov, 10:02 am
Nina CastellAccountsPublic reply
Hi Rebecca, quote QF-L-1207 is in your inbox. Comment on it if anything needs changing.
Mon 16 Nov, 3:40 pm
ZapQuoteCloudInternal note
Comment on QF-L-1207 from Rebecca Webb: "Can we take the laptops in two batches of six, a month apart?" Status set to Open.
Tue 17 Nov, 9:14 am · Added by a Zap
Illustration with sample data: a generic help desk ticket, not Zendesk’s screen.
The ticket is our illustration of a generic help desk with sample data, not Zendesk's screen.
Field map for the comment Zap
rebecca.webb@example.com, tag quote_sentComment on QF-L-1207 from Rebecca Webb: "Can we take the laptops in two batches of six?"OpenCheck the trigger's test data for the field names. All values are sample data.
Variations on this recipe
No ticket yet? Open one
Add Paths by Zapier after Find Tickets: if nothing is found, Create Ticket with the comment as an internal first comment, assigned to the quote's sender.
Answer back on the quote
Start a second Zap with Zendesk's New Comment on Ticket and add QuoteCloud's Create Document Comment, so the agent's answer appears on the quote. Test who can see it before you rely on it.
Only some comments
Add a Filter by Zapier step so only comments from people outside your company reach the ticket.
Build it in Make instead
Bring your own: connect Make to QuoteCloud with Make's built-in OAuth, take the comment event from QuoteCloud's Zapier endpoints, and update the ticket with Make's own Zendesk modules.
Answer questions where you answer everything else
QuoteCloud's Zapier app is on the Essentials plan and up. Start a free 14-day trial and test the comment Zap on a test quote.
Build the comment Zap in five steps
Tag when you send
Ask agents to tag the ticket, such as quote_sent, when they reply with a quote.
Start with Document Comment Event
In Zapier, choose QuoteCloud and the trigger, then comment on a test quote so Zapier has test data.
Find the ticket
Add Zendesk's Find Tickets with the commenter's email and the tag.
Update the ticket
Add Update Ticket with the comment as a new comment, public set to No, and New status set to Open.
Test, then turn it on
Comment as an @example.com recipient, check the note is internal and the ticket reopened, then switch the Zap on.
Questions about quote comments
Can a comment on a QuoteCloud quote appear on a Zendesk ticket?
Yes, with a Zap. QuoteCloud's Document Comment Event starts it, Zendesk's Find Tickets finds the customer's ticket, and Update Ticket or Add Comment to Ticket adds the comment. Set the comment to not public so it's an internal note for your agents.
Can the Zap reopen a ticket that was pending or solved?
Yes. Zendesk's Update Ticket on Zapier has a New status field, so the same step that adds the comment can set the ticket back to Open and it shows in the agent's view. Your own Zendesk rules on closed tickets still apply.
Can the agent reply on the quote from Zendesk?
Possibly. QuoteCloud's Zapier app has a Create Document Comment action, and Zendesk's New Comment on Ticket can start a Zap. Test who can see a comment added this way before you rely on it; replying in QuoteCloud or in the ticket always works.
Does the comment Zap carry a QuoteCloud document fee?
No. It reads a QuoteCloud event and writes to Zendesk; it doesn't create a document. The per-document fee of US$2.00, $1.80 or $1.60 by volume is for documents created through Zapier or the API.
More Zendesk questions
More on QuoteCloud and Zendesk
Five use cases with the exact Zapier steps, then how to connect, test and what it costs.
Every question on a quote, in the queue.
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