Zendesk App

by Mattermost

Create Zendesk tickets and receive ticket updates within Mattermost to reduce context switching

Overview

Zendesk can be used to track critical incidents that are discovered by customers and then lead to resolution and happy customer outcomes. This is an important part of the Devops workflow cycle that companies focus on because of the visibility to customers. Zendesk can help drive a great customer and employee experience by providing a solid foundation to respond to service cases.

The new Mattermost Zendesk App is one of the first apps created using the new App Framework. It runs in a serverless hosting environment and allows for the creation of tickets and notifying channels of new cases and updates.

Zendesk is great for keeping track of incidents and incoming requests for support agents. But not everyone has a Zendesk agent account, which makes communicating ticket status with the engineering team difficult.

The Zendesk app makes it easy to create new Tickets in Zendesk from within Mattermost. Support Agents can leverage a channel message from a customer or employee and transform it into an actionable ticket in Zendesk easily. The integration makes it easy to log these new tickets whether the support agents are in the field on their mobile phones, or logging IT tickets from their desktop. Mattermost’s DevOps collaboration platform makes sure Zendesk cases get the attention they deserve and move to resolution quickly.

Components

/zendesk connect
/zendesk create
/zendesk subscribe

FAQs

Can any Mattermost user create tickets in Zendesk?

Any Mattermost users with a Zendesk account can connect using the App.  Once they’ve connected, they can create tickets and subscribe to updates from Zendesk. Currently, only “agent” users can create tickets.  In the future, non-agents may be allowed to create tickets in Zendesk from Mattermost.

Which Zendesk fields are supported?

All Zendesk fields for a form are supported and displayed automatically when trying to create a ticket from within Mattermost.  If you add any fields to your forms, no configuration is required.

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