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.

Integration actions

  1. Connect your Zendesk account with your Zeda.io workspace

  2. Forward support tickets in Zendesk which contain product feedback, feature request, product bug or an idea to your Zeda.io workspace

Setup

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

Step 1: Connect your Zeda.io workspace and your Zendesk account

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 -

  • Zendesk URL - This is the URL of your zendesk account

  • Email - Please use the email_id which has admin access to your Zendesk account

  • API Token - You can generate an API token in your Zendesk account as per the details mentioned here.

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.

Step 2: Setup the trigger conditions in Zendesk for ticket forwarding

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.

Create requests in Zeda.io from Zendesk

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 -

zendesk ticket

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

Screenshot 2022-02-07 at 1.17.58 PM

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