Turn Support Tickets into High-Impact Content
Your content and social media teams are creating content, but support ticket volume for recurring questions remains high. This signals a costly disconnect between your content strategy and your customers' actual needs, leading to wasted marketing efforts and an overburdened support team.
The Scalable Support Hub playbook provides a systematic process to transform customer support data into a powerful content engine. By analyzing support tickets in Zendesk, you'll uncover the most common questions and pain points. These data-driven insights then fuel a structured content workflow in Asana, ensuring your team creates relevant articles, FAQs, and tutorials that directly address customer needs, deflecting future tickets and improving satisfaction.
Expected Outcomes
- Significantly reduce support ticket volume for predictable, recurring questions.
- Increase the ROI of your content marketing by creating resources customers are actively seeking.
- Improve customer satisfaction and self-service capabilities.
- Shift from a reactive support model to a proactive, data-driven content strategy.
- Enhance alignment between your support and marketing teams.
Core Tools in This Stack
Zendesk
Visit websiteZendesk provides a complete customer service solution, offering software to manage customer interactions, support teams, and keep business operations synchronized. It is designed to foster better customer relationships through its suite of support, sales, and customer engagement products.
Key Features
- Omnichannel Ticketing System
- Live Chat and Messaging
- AI-powered Automations and Bots
- Self-service Knowledge Base and Help Center
- Advanced Reporting and Analytics
- Agent Collaboration Tools
- CRM Integration (Zendesk Sell)
Ideal For
Company Size: Micro, Small, Medium, Large
Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Creative & Media, Education & Non-Profit, Health & Wellness, Other
Pricing
Model: Subscription, Per User, Contact for Pricing
Tier: Medium
Ease of Use
Medium
Asana
Visit websiteA work management platform that helps teams organize, track, and manage their work, from small projects to strategic initiatives.
Key Features
- Kanban Boards (Board View)
- Gantt Charts (Timeline View)
- Task Management with Subtasks and Dependencies
- Workflow Automation (Rules)
- Project Portfolios
- Goal Setting and Tracking
- Customizable Dashboards and Reporting
- Team Calendars
- Forms for standardized work requests
- Integrations with tools like Slack, Google Drive, and Microsoft Teams
Ideal For
Company Size: Micro, Small, Medium, Large
Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Creative & Media, Education & Non-Profit, Health & Wellness, Other
Pricing
Model: Free, Subscription, Enterprise
Tier: Starter
Ease of Use
High
The Workflow
Integration Logic
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HubSpot Unified Data Sync
This integration creates a powerful link between sales and project management. When a Deal in HubSpot Sales Hub is moved to a specific stage (e.g., 'Closed Won'), it automatically triggers the creation of a new Project in Asana. The Asana project is created using a predefined template, and key data from the HubSpot Deal and its associated Company/Contacts (like Deal Name, amount, key contacts, and notes) are mapped to the Asana Project's name, description, and custom fields. Optionally, the integration can be configured for a two-way update: when the Asana project reaches a key milestone or is completed, a custom property on the HubSpot Deal is updated, providing the sales and account management teams with real-time visibility into project status.
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