Turn Zendesk ticket requests into signable quotes
When a customer asks for more seats, an upgrade or an add-on on a ticket, the agent adds a tag and a Zap drafts the quote from your template, with the ticket's details already in it.
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- Building QuoteCloud since 2013
Build a Zap with QuoteCloud's Zapier app, on Essentials and up. Zendesk's New Tag Added to Ticket starts it, QuoteCloud's Find or Create Contact and Create Document draft the quote with the ticket's details in data items, and Add Comment to Ticket leaves an internal note that the draft is ready for the agent to check and send.
Last reviewed by the QuoteCloud team
Two overlapping panels with sample data. Behind, an illustration of Zendesk ticket #4182, where Dana Whitcombe of Mossbank Health Partners asks for 15 seats for a second clinic; Priyanka Dutt has tagged it quote_request and a Zap has left an internal note that draft PW-2451 is ready. In front, the draft quote in QuoteCloud: data items filled from the ticket (ticket 4182, the account, the request, the account manager) and the price table, 15 Growth seats and an onboarding session, with Analytics as an option.
Why quote from the ticket?
Plinthwork sells maintenance planning software. Its customers ask for extra seats, a plan upgrade or an add-on the way they ask for everything else: on a support ticket. Priyanka Dutt, a customer success manager, sees those requests before sales does.
Without a quote, the ticket waits while someone copies the details into an email to sales. With a Zap, Priyanka adds one tag and the draft quote is waiting for her in QuoteCloud, with the ticket number, the account and the request already filled in.
- The agent stays in charge: the Zap drafts, the agent checks the price and sends.
- The customer can change the seat count or tick an add-on before signing, so a second ticket isn't needed.
- When the quote is viewed and signed, the ticket hears about it.
How does a tagged ticket become a draft quote?
Five steps after the tag, the last one telling the agent the draft is ready.
ZapTicket tagged quote_request: draft the quote
-
When
ZendeskTriggerNew Tag Added to TicketSet Tags to quote_request. Fires when an agent adds it.Passes on
- Ticket ID
- Subject
- Requester
- Organization
- Assignee
-
Or
ZendeskSearch · optionalFind a UserGets the requester's name and email, if the trigger's test data doesn't show them.Searches on
- Query: the requester
-
Then
QuoteCloudSearchFind or Create ContactThe requester becomes, or is matched to, a QuoteCloud contact.Searches on
- First name
- Last name
- Company
-
Then
QuoteCloudActionCreate DocumentFrom your add-on template, with the ticket's details in data items.Mapped in
- Template
- Title
- Zendesk ticket
- Account
- Request
- Account manager
-
Then
QuoteCloudActionAdd Document RecipientMapped in
- Document
- Contact
-
Then
ZendeskActionAdd Comment to TicketAn internal note, so the customer doesn't see a half-finished quote.Mapped in
- Ticket
- Comment body
- Should the Comment be public?: No
Dana Whitcombe asks for 15 seats for Mossbank's second clinic at 9:12 on Monday. Priyanka tags the ticket at 9:40; a minute later PW-2451 is a draft in QuoteCloud and the ticket has an internal note saying so. She checks it and sends it at 10:05.
Result
A draft quote for every tagged request, with the ticket number on it, and a note on the ticket that it's ready.
QuoteCloud's Zapier app: Essentials and up
How SaaS teams use order formsWhat the Zap leaves on each side
The draft in QuoteCloud, filled from the ticket, and the ticket with the agent's tag and the Zap's internal note.
Data items filled by the Zap
Zendesk ticket- 4182From Zendesk · Ticket ID
Account- Mossbank Health PartnersFrom Zendesk · Organization
Request- Add 15 seats for our second clinicFrom Zendesk · Subject
Account manager- Priyanka DuttFrom Zendesk · Assignee
Your add-on, priced
| Item | Qty | Rate | Amount |
|---|---|---|---|
| Seats for the second clinic | $1,447 | ||
Growth seats, prorated to 1 Feb 2027You can change the number of seats before you sign
|
15 seat | $72.50 | $1,087.50 |
Onboarding session for the new teamRemote, two hours, recorded
|
1 session | $360 | $360.00 |
| Add if you'd like Tick to add | |||
Analytics for the 15 new seatsProrated to 1 Feb 2027
|
15 seat | $15 | $225.00 |
- Subtotal
- $1,447.50
- Tax (10%)
- $144.75
- Total
- $1,592.25
- Plus, monthly
- $0.00/mo
Zap
- New Tag Added to Ticket
- Find or Create Contact
- Create Document
- Add Comment to Ticket
Ticket #4182 · via EmailAdd 15 seats for our second clinic
Pending- Requester
- Dana Whitcombe
- Organization
- Mossbank Health Partners
- Assignee
- Priyanka Dutt
- Group
- Account management
- Tags
- Updated by a Zap
-
Dana WhitcombeMossbank Health PartnersPublic reply
We open our second clinic on 16 Nov. Could we add 15 seats for the team there, and what would it cost?
Mon 9 Nov, 9:12 am
-
Priyanka DuttCustomer successTicket update
Tag quote_request added
Mon 9 Nov, 9:40 am
-
ZapQuoteCloudInternal note
Draft PW-2451 (15 extra seats) is ready in QuoteCloud for Priyanka to check and send.
Mon 9 Nov, 9:41 am · Added by a Zap
-
Priyanka DuttCustomer successPublic reply
Hi Dana, the quote for 15 seats is in your inbox. You can change the seat count before you sign.
Mon 9 Nov, 10:05 am
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 quote Zap
| Zendesk: Zendesk field | Direction | QuoteCloud: QuoteCloud field | Goes into | Example (sample data) | Note |
|---|---|---|---|---|---|
| Contact | |||||
| Requester email | Zendesk to QuoteCloud | Email (Find or Create Contact) | Contact field | dana.whitcombe@example.com |
|
| Requester name | Zendesk to QuoteCloud | First name, Last name | Contact field | Dana Whitcombe |
|
| Organization | Zendesk to QuoteCloud | Company | Contact field | Mossbank Health Partners |
|
| Document | |||||
| Subject and organization | Zendesk to QuoteCloud | Title | Document field | Mossbank Health Partners · 15 extra seats |
Edited by the agent if the subject is long. |
| Ticket ID | Zendesk to QuoteCloud | Zendesk ticket | Data item | 4182 |
Lets later Zaps write back to this ticket. |
| Subject | Zendesk to QuoteCloud | Request | Data item | Add 15 seats for our second clinic |
|
| Assignee name | Zendesk to QuoteCloud | Account manager | Data item | Priyanka Dutt |
|
| Back to the ticket | |||||
| Comment body (Add Comment to Ticket) | QuoteCloud to Zendesk | Document reference | Internal note | Draft PW-2451 is ready in QuoteCloud for Priyanka to check and send. |
|
Field names vary with your Zendesk set-up; check each step's test data. All values are sample data.
Variations on this recipe
Start from a view instead of a tag
Use Zendesk's New Ticket in View with a view such as "Upgrade requests", so tickets your triggers already sort start the quote.
Put the request on the price table
Create Document can add price-table rows you map. If your ticket form has a field like a seat count and the trigger's test data shows it, map it into the row's quantity.
Send straight away
For fixed-price add-ons, add QuoteCloud's Send Document after Add Document Recipient, and make the ticket note a public reply instead.
Build it in Make instead
Bring your own: connect Make to QuoteCloud with Make's built-in OAuth, call QuoteCloud's API from a scenario that starts with Make's own Zendesk modules, and design each step.
Quote the next request the same morning
QuoteCloud's Zapier app is on the Essentials plan and up. Start a free 14-day trial and build the quote Zap on a test ticket.
Build the quote Zap in five steps
Get the template ready
Add data items for the ticket number, account, request and account manager to your add-on or upgrade template.
Start with the tag
In Zapier, choose Zendesk's New Tag Added to Ticket, set the tag (such as quote_request) and test it on a tagged test ticket.
Match the contact
Add QuoteCloud's Find or Create Contact with the requester's email and name, using Find a User first if you need it.
Create, add the recipient, note
Add Create Document with the template and data items, Add Document Recipient, then Add Comment to Ticket with public set to No.
Test, then turn it on
Tag a test ticket from an @example.com requester, check the draft and the internal note, then switch the Zap on.
Questions about quotes from tickets
Can a Zendesk ticket create a QuoteCloud quote?
Yes, with a Zap. Zendesk's New Tag Added to Ticket or New Ticket in View starts it, and QuoteCloud's Create Document drafts the quote from your template, with the ticket's details in data items. The agent checks the draft and sends it, or a Send Document step sends it straight away.
Does the customer see the quote before the agent checks it?
No, not with this recipe. Create Document makes a draft, and the Zap's note on the ticket is internal, because Add Comment to Ticket's public field is set to No. The customer gets the quote when the agent sends it from QuoteCloud.
Can the customer change the number of seats on the quote?
Yes, if your template allows it. A price table can let the recipient change the quantity of a line, and optional lines, such as an add-on, are ticked by the customer. The Zap never ticks options or chooses content blocks for them.
Does the quote Zap carry a QuoteCloud fee?
Yes. Create Document makes a document, so each run carries the per-document fee of US$2.00, $1.80 or $1.60 by volume for documents created through Zapier or the API. Zaps that only write notes or statuses to Zendesk don't create documents.
More on QuoteCloud and Zendesk
Five use cases with the exact Zapier steps, then how to connect, test and what it costs.
- See quote status on the Zendesk ticketViews as internal notes, the signature as a public reply, and the ticket solved when every signer has signed.
- 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.
One tag. One draft quote.
Start a free 14-day trial and turn the next upgrade request on a Zendesk ticket into a quote your customer can sign.