See quote views and signatures on the Zendesk ticket
Two small Zaps: an internal note when the customer first opens the quote, and a public reply with the ticket set to Solved when they sign. The queue shows who is waiting on whom.
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- Building QuoteCloud since 2013
Build Zaps with QuoteCloud's Zapier app, on Essentials and up. QuoteCloud's Recipient First Viewed Document or Document Signing Complete trigger starts each one, Zendesk's Find Tickets finds the ticket, and Add Comment to Ticket or Update Ticket writes an internal note or a public reply. Update Ticket can also set the status to Solved.
Last reviewed by the QuoteCloud team
Two overlapping panels with sample data. Behind, an illustration of Zendesk ticket #9073, where Sofia Marchetti of Pinecrest Café Group asked Tanbark Trade Supply for a monthly cup order: Priti Desai's reply with quote TT-Q-3317, then an internal note added by a Zap when Sofia first viewed it, then a public reply added by a Zap when she signed, with the ticket set to Solved. In front, the quote's activity in QuoteCloud: sent, viewed by Sofia, signed by Sofia.
Why put quote status on the ticket?
Tanbark Trade Supply runs a trade desk for cafés and bakeries in Zendesk. When Sofia Marchetti at Pinecrest Café Group asks for a price on a standing cup order, Priti Desai answers with a QuoteCloud quote and sets the ticket to Pending.
From then on, the useful news happens in QuoteCloud: Sofia opens the quote, then signs it. A Zap brings each event back to the ticket, so whoever picks it up knows where it stands, and Sofia gets an answer the moment she signs.
- Recipe 1: a first view becomes an internal note, for agents only.
- Recipe 2: the signature becomes a public reply, and the ticket is set to Solved.
- For each comment a Zap writes, you choose whether the customer sees it.
How does a first view become an internal note?
Three steps: the trigger, the search for the ticket, and the note.
ZapFirst view: internal note on the ticket
-
When
QuoteCloudTriggerRecipient First Viewed DocumentFires the first time a recipient opens the document.Passes on
- Recipient name
- Recipient email
- Viewed at
- Document reference
-
Then
ZendeskSearchFind TicketsSearches for the requester's open ticket with your quote tag.Searches on
- Requester email
- Tag: quote_sent
- Status: not solved
-
Then
ZendeskActionAdd Comment to TicketPublic set to No: an internal note only agents see.Mapped in
- Ticket
- Comment body
- Should the Comment be public?: No
Priti sends TT-Q-3317 at 9:10 on Monday and tags the ticket quote_sent. Sofia opens it at 1:22 pm, and a minute later an internal note on ticket #9073 says so. Priti knows not to resend it.
Result
An internal note on the ticket for each first view, with the time and the reference, invisible to the customer.
QuoteCloud's Zapier app: Essentials and up
How wholesalers quote volume ordersRecipe 2: signed, answered and solved
ZapSigning complete: public reply, then Solved
-
When
QuoteCloudTriggerDocument Signing CompleteFires once every signer has signed.Passes on
- Recipient name
- Recipient email
- Document reference
- Signed date
-
Then
ZendeskSearchFind TicketsSearches on
- Requester email
- Tag: quote_sent
- Status: not solved
-
Then
ZendeskActionUpdate TicketOne step writes the reply and sets the status.Mapped in
- Ticket
- New Comment to add to the Ticket
- Should the new Comment be public?: Yes
- New status: Solved
-
Or
Microsoft TeamsAction · optionalSend Channel MessageTell the warehouse.Mapped in
- Channel
- Message
Several signers? Document Signing Complete waits for all of them; use Recipient Signed Document for an internal note per signer.
Sofia signs at 7:45 on Tuesday. Ticket #9073 gets a public reply thanking her and confirming the order is booked, Zendesk emails it to her as usual, and the ticket is Solved before Priti's shift starts.
Result
The customer is answered and the ticket is closed off the moment the quote is signed.
QuoteCloud's Zapier app: Essentials and up
What the agent sees on the ticket
The quote's activity in QuoteCloud, and the ticket with the note and the reply the Zaps added.
Activity
- Sent to Sofia MarchettiMon 23 Nov, 9:10 am · by Priti Desai
- Viewed by SofiaMon 23 Nov, 1:22 pm
- Signed by Sofia MarchettiTue 24 Nov, 7:45 am
Your monthly order
| Item | Qty | Rate | Amount |
|---|---|---|---|
| Cups and lids | $4,560 | ||
12 oz compostable cupsCarton of 1,000
|
24 ctn | $96 | $2,304.00 |
8 oz compostable cupsCarton of 1,000
|
16 ctn | $84 | $1,344.00 |
Compostable lids, 12 ozCarton of 1,000
|
24 ctn | $38 | $912.00 |
- Subtotal
- $4,560.00
- Tax (10%)
- $456.00
- Total
- $5,016.00
- Plus, monthly
- $0.00/mo
2 Zaps
- Recipient First Viewed Document
- Document Signing Complete
- Find Tickets
- Add Comment to Ticket
- Update Ticket
Ticket #9073 · via Web formPrice for a monthly cup order, four cafés
Solved- Requester
- Sofia Marchetti
- Organization
- Pinecrest Café Group
- Assignee
- Priti Desai
- Group
- Trade desk
- Tags
-
Sofia MarchettiPinecrest Café GroupPublic reply
Could you price a standing monthly order of 12 oz and 8 oz compostable cups with lids for our four cafés?
Mon 23 Nov, 8:05 am
-
Priti DesaiTrade deskPublic reply
Hi Sofia, quote TT-Q-3317 is in your inbox at your trade price. Sign it online when you're happy.
Mon 23 Nov, 9:10 am
-
ZapQuoteCloudInternal note
TT-Q-3317 first viewed by Sofia Marchetti.
Mon 23 Nov, 1:22 pm · Added by a Zap
-
ZapQuoteCloudPublic reply
Thanks Sofia, TT-Q-3317 is signed and your order is booked on our next warehouse run. Status set to Solved.
Tue 24 Nov, 7:45 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.
How does a Zap find the right ticket?
Zaps that start in QuoteCloud have to find the ticket. If the quote was drafted by the quote Zap, the ticket number is in a data item: when your trigger's test data shows it, map it straight into the Ticket field and skip the search.
Otherwise, Find Tickets searches with something both apps know, such as the requester's email plus a tag the agent adds when sending, like quote_sent. Add "not solved" so an old ticket from the same customer isn't picked.
- Test with a customer who has more than one open ticket.
- If the search finds nothing, let the Zap stop rather than write to the wrong ticket.
2ZendeskSearch
Find Tickets
- Search
- requester:1. Recipient email tags:quote_sent status<solved
- If nothing is found
- Stop the Zap and show it as halted
Test: Found ticket 9073: Price for a monthly cup order, four cafés
Illustration with sample data, not Zapier’s screen.
Field map for the status Zaps
| Zendesk: Zendesk field | Direction | QuoteCloud: QuoteCloud field | Goes into | Example (sample data) | Note |
|---|---|---|---|---|---|
| Finding the ticket | |||||
| Search (Find Tickets) | QuoteCloud to Zendesk | Recipient email | Search value | sofia.marchetti@example.com |
Plus the tag quote_sent and not solved. |
| Ticket (any step) | QuoteCloud to Zendesk | Zendesk ticket | Data item | 9073 |
Only when the quote Zap filled it and the trigger's test data shows it. |
| Recipe 1 · first view | |||||
| Comment body, public: No | QuoteCloud to Zendesk | Recipient name, viewed at, reference | Internal note | TT-Q-3317 first viewed by Sofia Marchetti · Mon 23 Nov, 1:22 pm |
|
| Recipe 2 · signing complete | |||||
| New Comment, public: Yes | QuoteCloud to Zendesk | Recipient first name, reference | Public reply | Thanks Sofia, TT-Q-3317 is signed and your order is booked. |
|
| New status | QuoteCloud to Zendesk | Fixed value | Ticket status | Solved |
|
Check each trigger's test data for the field names. All values are sample data.
Variations on these recipes
A note per signer
With two or more signers, start a Zap with Recipient Signed Document and add an internal note each time one of them signs.
Paid, not just signed
If the quote takes a deposit through QuoteCloud Payments, start with Document Paid so the ticket is solved once the money is in.
Only for some quotes
Add a Filter by Zapier step, for example to reply publicly only when the document reference starts with your trade prefix.
Build it in Make instead
Bring your own: connect Make to QuoteCloud with Make's built-in OAuth, take the same QuoteCloud events from its Zapier endpoints, and write the comment with Make's own Zendesk modules.
Let the ticket say where the quote is up to
QuoteCloud's Zapier app is on the Essentials plan and up. Start a free 14-day trial and build the first-view Zap on a test ticket.
Build the first-view Zap in five steps
Tag when you send
Ask agents to add a tag such as quote_sent when they reply with a quote, or keep the ticket number in a data item.
Start with Recipient First Viewed Document
In Zapier, choose QuoteCloud and the trigger, then test it with a document you've opened.
Find the ticket
Add Zendesk's Find Tickets, searching on the requester's email, the tag and not solved.
Add the internal note
Add Add Comment to Ticket with the ticket's ID, a line built from the recipient, the time and the reference, and public set to No.
Test, then turn it on
Open a test quote sent to an @example.com requester, check the note is internal, then switch the Zap on.
Questions about quote status
Does QuoteCloud show a quote's status in Zendesk by itself?
No. A quote's views and signatures reach the ticket only through a Zap you build, or a Make scenario. There is no native Zendesk connection. QuoteCloud's own document tracking always shows who viewed, commented on and signed a document, and when.
Can the note on the ticket be internal?
Yes. Zendesk's Add Comment to Ticket and Update Ticket actions on Zapier have a field that sets whether the comment is public. Set it to No and the note is internal, for agents only; set it to Yes and the requester sees it as a reply.
Can a signed quote solve the Zendesk ticket?
Yes. Start a Zap with QuoteCloud's Document Signing Complete, find the ticket, then use Zendesk's Update Ticket with New status set to Solved. The same step can add a public reply thanking the customer, so they hear back straight away.
Do the status Zaps carry a QuoteCloud document fee?
No. They read QuoteCloud events and write comments and statuses in Zendesk; they don't create documents. The per-document fee of US$2.00, $1.80 or $1.60 by volume is for documents created through Zapier or the API. QuoteCloud's Zapier app is on the Essentials plan and up.
More on QuoteCloud and Zendesk
Five use cases with the exact Zapier steps, then how to connect, test and what it costs.
- Turn Zendesk tickets into quotesTag a ticket asking for an upgrade or extra seats and a Zap drafts the quote, with an internal note when it's ready.
- Quote repairs and call-outs from Zendesk ticketsOut-of-warranty repairs and paid call-outs: the signed approval is attached to the ticket and handed to the workshop group.
- Renewals and add-ons from the help deskAn expired or lost renewal quote opens a ticket for account management, so support-led revenue isn't left in an inbox.
- Route quote comments to Zendesk ticketsA customer's comment on the quote lands on their ticket as an internal note and reopens it for the agent.
- Connect Zendesk to QuoteCloud, step by stepCheck the plan, connect QuoteCloud and Zendesk in Zapier, build the first Zap and choose internal or public.
- Zendesk to QuoteCloud field mapEvery field the Zendesk Zaps on this site pass, which way it travels and a sample value.
- Test and troubleshoot the Zendesk ZapsTest on a ticket of your own, then fix the usual problems: no ticket found, a note posted publicly, a PDF link expired.
- What QuoteCloud with Zendesk can and can't doWhat the Zaps do, where they stop, Zapier or Make, and what we haven't confirmed yet.
- What the Zendesk connection costsEssentials and up for Zapier, plus a fee per document a Zap or the API creates.
- FAQAnswers to the questions support and account teams ask before connecting QuoteCloud and Zendesk.
Signed means solved.
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