Capture the workarounds customers invent
Learn what customers do when the product does not quite fit their job.
Trigger
New Zendesk Ticket
Triggers when a new ticket is created in a specified Zendesk view.
Action
Create Data Point
Tool to create a data point within a channel. use after capturing new content to record and classify it in dovetail.
Why this helps
Workarounds are resolved as one off support advice and never reach product research.
- Reveals unmet needs
- Preserves practical customer behavior
- Supports product discovery
Setup
Build it in a few focused steps.
- 1Connect Zendesk and Dovetail once in Notis.
- 2Create an automation named Support Workaround Data Point.
- 3Tell Notis to identify any customer workaround in the new ticket and create a Dovetail data point with the underlying need.
- 4Pick New Zendesk Ticket as the trigger and choose a report channel.
- 5Test with one ticket describing a workaround.
Questions about this workflow
What if there is no workaround?
Notis should skip the data point and report that no workaround was present.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Zendesk to Dovetail. A trigger fires from one place; an action lands in another.
Zendesk triggers
Dovetail actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Create Channel
Tool to create a new channel in dovetail. use after confirming channel details.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Contact
Tool to create a new contact in dovetail. use when you need to register a contact before logging interactions.
New User Created
Triggered when a new user is created in Zendesk.
Create Data Point
Tool to create a data point within a channel. use after capturing new content to record and classify it in dovetail.
New Zendesk Ticket
Triggers when a new ticket is created in a specified Zendesk view.
Create Insight
Tool to create a new insight in dovetail. use after synthesizing findings when ready to store them. example: "create insight 'q1 user trends' with body '...' for project 'proj 123'."
Create Topic
Tool to create a new topic in a channel. use after confirming channel id, title, and optional description.
Delete Channel
Tool to delete an existing channel. use when you need to remove a channel and move it to the project's trash (restorable for 30 days). confirm the channel id before calling.
Delete Topic
Tool to delete an existing topic. use when you have confirmed the topic id and want to move it to trash (restorable for 30 days). example: "delete topic with id 123e4567-e89b-12d3-a456-426614174000."
Get Note
Tool to retrieve details of a specific note. use when you have confirmed the note id and need full note metadata from dovetail.
Connect any two apps with Notis in the middle.
Zendesk and Dovetail, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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