This article guides you through how to implement the identify sales opportunities in support tickets template.

Jump to the setup instructions

How this workflow works

This system automates the identification and tracking of sales opportunities from support tickets. It analyzes ticket tags and customer information from Zendesk and HubSpot to identify potential sales leads and creates records in a dedicated Zapier table for sales follow-up, bridging the gap between support and sales teams.

Products, by Zapier tools, and apps used

Tip

This template is a great starting point, but you can customize the workflow —adjusting triggers, actions, apps, or conditional logic—to suit your specific needs.

Requirements

To use this template, you must have:

Learn more about Zapier plans.

Step by step instructions

Before you start

Before you start setting up this workflow, you should:

• Clarify what sales opportunities look like in your support tickets.
  • Consult with your sales and support reps to identify the specific cues, such as customer tags, plan types, or email type, that indicate sales interest or enterprise readiness.

Set up your workflow

Once you have the template in your account you’ll be directed to its Canvas, where you will find everything you need. 

To activate this workflow, follow these steps:

• Get Zendesk to send new and updated tickets to your Zap.
  • Review Zendesk’s documentation on creating webhooks to interact with third party systems.
  • Your endpoint URL will be the webhook located in your Zap trigger.
• Tailor the Zap to identify your sales signals.
  • Adjust the “Code by Zapier” step to detect the Zendesk call tags your company uses. These tags might be applied manually by support, selected by the customer in a form, or assigned automatically.
  • Align the domain filters and second AI prompt with your company’s sales-ready criteria.

How to edit each Zapier product

To edit steps, click the arrow icon. This will open a new window with the Zapier product for you to edit.

Tip

Click View Note on each associated step to view detailed information. These notes provide an overview of the step’s function and include specific instructions on how to set it up.

Tip

You can come back to your template any time to continue working on it. It will be available from the Canvas home.

Test your workflow

Try different real-life scenarios to make sure everything is working smoothly. Here are a few to get you started:

• Valid sales lead: Add the “company” tag to a Zendesk ticket. This will create a record in the "Sales Lead ID Table" with result "Sales Eligible" and add a relevant comment to the Zendesk ticket.
• Contact form indicated interest: Add the "cf-sales-question" tag to a Zendesk ticket. This will create a record in the "Sales Lead ID Table" with result "Sales Eligible" and add a relevant comment to the Zendesk ticket.
• No sales opportunity: Create a Zendesk ticket with no relevant sales tags. Verify that no record is created and no comments are added to the Zendesk ticket.
• Invalid domain lookup: Create a Zendesk ticket with an email using a free domain (e.g., gmail.com). Verify that the Zap does not find an association and no sales lead is created in the table.

Learn more about:

• Testing Zap steps.

Once your testing is complete, your Identify sales opportunities in support tickets system will be ready to use!

Troubleshooting

If you encounter any issues while setting up your template, refer to the following resources for troubleshooting steps:

• Troubleshoot Zaps
• Troubleshoot Zapier Tables