I've hit a wall with Radian6 at work. Their training team has been a bit useless and I'm frantically searching the web for information on how to set up a solid support process within Radian6. Our support team needs a way to feed all questions into Zendesk, categorize the content, have it automagically be assigned to the right team, etc. I don't have the bandwidth to watch all 100 of their hour long videos and create the process myself and I would rather hire someone to come in and do it for us, talk to someone who's done this before at their company or get resources from you fine folks.
Thoughts? I'm open to all suggestions!
Unfortunately, to get the integration working well and automatically, you will need to get some custom development done. I have helped other clients integrate Sysomos with Zendesk but have not worked with Radian6 yet.
In the interim, there might be workaround that you could easily implement: Have Radian6 send all the support items to a mailbox. Then have Zendesk monitor that mailbox and automatically generate a case. And then someone can go into Zendesk and manually categorize and assign content to the right team. I know this is not most efficient but at least it will get you going while you have the integration built.
I would be happy to discuss it further if you have more questions.
Sorry to hear you are having trouble. You can define support processes within the Radian6 Engagement Console (user assignments, post tagging, etc), but there is no out of the box integration with Zendesk - which might be why you've been stuck. Feel free to shoot me a note if you want to get into the details.
Well, you said all suggestions... I don't want to self promote or break any Clarity rules or anything, but this has been an open question for a long time. The problem is, you won't find many Radian6 experts out there (or now ExactTarget).
That said, take a look at SocialHarvest.io - it honestly might help you. It's an open source social media analytics platform (under construction). While it's not Radian6, it does find questions across various social networks (it does this today) and you could take this data and write some code to feed into Zendesk with a little bit of coding.