Introduction

Zendesk integration will enable your support team and product team to collaborate effectively by converting support tickets with feature requests, product bugs, feedback or ideas into requests on Zeda.io requests portal.

To start forwarding support tickets to your Zeda.io workspace, please follow the below steps -

Navigate to Zeda.io workspace > Settings > Integrations as shown below -

Click on the the Connect button next to the Zendesk card on this page to start setting up the details -

Once you have connected your Zendesk account successfully, you can head over to your Zendesk account to setup the trigger by clicking on the Go to Zendesk button.

Once you click on the go to Zendesk button and login, you should be able to land on the below screen where you can define trigger conditions and save the criteria for forwarding tickets to Zeda.io automatically.

By default, any new ticket created in Zendesk will be sent to Zeda.io but this might be a little overwhelming for your product team to act upon. Hence you can choose to setup conditions which will only forward those tickets which actually contain any actionable item for your product team.

One of the most popular ways to go about this is to use the tags in Zendesk and setup the trigger condition as show below -

You can also refer this Zendesk document for triggers and setup more conditions here as per your workflows.

Any ticket created in Zendesk and which matches the trigger condition defined during setup will be forwarded to your Zeda.io workspace automatically.

For example, consider that you have defined the trigger conditions like below -

In this case, if your support team receives a ticket in Zendesk and identify that it contains a feature request or a product bug or some product feedback, they can update the ticket with the appropriate tag as shown below -

When this happens, a request will be automatically created in your Zeda.io workspace with the same details and source = Zendesk as shown below -