Capture webinar questions as tagged tickets
Questions from webinar registrations open as tickets tagged with the event, ready for the host to answer from one view.
New submission on your event "Ask a question" form
Create a Zendesk ticket tagged with the event name, the attendee's question in the description, and the requester set from their email
One-directional. A submission triggers the action — nothing is written back into your form.
Questions asked around an event arrive from everywhere at once — the registration form, the chat panel, a reply to the reminder email. Collecting them in one form and filing each as a tagged ticket gives the desk a single list to work through, before the session and for days afterwards.
Events teams running webinars alongside a support function use this. The tag is the event, so a view holds one session's questions and nothing else, and last quarter's are still searchable when the same webinar comes round again.
Setting it up
- 1
Publish one "Ask a question" form per event, so the event name can be a fixed value on the Zap rather than something an attendee has to type correctly.
- 2
In Zapier, set the "New Submission" trigger to that event's form.
- 3
Add a filter step: continue only when Anything you'd like us to cover? is present and not empty, so a plain registration does not open an empty ticket.
- 4
Add Zendesk "Create Ticket", set Type to Question and Priority to Normal, and add the event as a static tag such as "webinar-march".
- 5
Map Work Email to the requester email, and join First Name and Last Name for the requester name so the desk sees a person rather than an address.
- 6
Put the question itself in the description and send Company to the organisation field, so the host can see who is asking before answering live.
- 7
Build a view filtered on the event tag and sorted by created date — that view is the running Q&A list for the session.
- 8
Test with one submission on the day the form goes live, leave the Zap on through the event, and pause it once the follow-ups are done.
What maps where
Using the Webinar Registration Form as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Zendesk |
|---|---|
| Anything you'd like us to cover? | Ticket description — the attendee's question |
| Work Email | Requester email on the ticket |
| First Name | Requester name, joined with the surname |
| Last Name | Requester name, joined with the first name |
| Company | Organisation on the ticket |
Variations worth knowing
During the session the host works the view on a second screen; anything still open at the end gets a written reply from Zendesk. Because the requester came from the registration email, the follow-up reaches the person who asked without anyone hunting for an address.
Keep the form structure and change only the static tag for each session. Explore can then compare question volume across events, and last year's questions stay searchable in the same place as this year's rather than in a document nobody kept.
If something isn't arriving
The filter step is missing or checking the wrong condition. Filter on Anything you'd like us to cover? existing and not being blank — Zapier treats an empty text field as present, so an "exists" test on its own lets everything through.
Nothing is broken; people register late and keep typing. Leave the Zap running for a few days and route anything carrying the event tag into a follow-up view, so late questions get an answer instead of being closed unread.
Frequently asked questions
Can attendees see the answer without an email?
Only by email or through the help centre. The reply goes to the address they registered with. Where the answer is useful to everyone, publish it as a help centre article and link it from the ticket rather than retyping it for each person.
Should event questions really go to the support desk?
It works when the desk is the team that answers them. The tag keeps them out of the normal queue and the volume is short-lived. Where a marketing team owns the event outright, a shared inbox is probably the simpler home.
How do I collect questions during the session as well?
Share the same form as a QR code on the closing slide, or as a link in the chat panel. Submissions from mid-session arrive in the same tagged view as the ones asked at registration, so the running list stays in one place.
Related automations
- Collect post-support feedback as low-priority review tickets
Post-support feedback lands as a low-priority tagged ticket in a review view, out of the queue agents work each day.
- Log bug reports as prioritised Problem tickets
Each problem report becomes a Problem ticket in Zendesk, tagged and already carrying the priority the reporter chose.
- Open internal IT requests as prioritised tickets
Staff IT requests become prioritised tickets on your internal Zendesk queue, with the device and issue type already on them.
- Route order and refund requests to the Billing group
Order and refund questions open in the Billing group with the order number already on the subject line.
- Send contact form messages to your support queue
Messages from your contact form open as Zendesk tickets, with a status, a group and the sender already resolved as the requester.
- Capture feature requests as labelled tickets
Product ideas from your feedback form land in Freshdesk as Feature Request tickets the team can group and revisit.
Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
Start free