Addressing customer issues and catering to their requests are important for running a business. The engineering team should have access to the customer queries to get a better understanding of the issues. With the Zendesk extension, you can achieve this by linking the customer tickets from Zendesk to your work items in Zoho Sprints.  

Availability: Premier, Enterprise and Zoho One plan

Enable Zendesk

To enable this extension:

1. Click the gear icon at the top-right. The settings window will appear.

2. Click All under Marketplace section. The listing page will appear.

3. Select Zendesk for Zoho Sprints.

4. Check the privacy preferences and click Install.

5. Choose your project and accessibility preferences and click Install Now.

6. Enter your Zendesk domain name and click Save & Next .

7. Authorize the connection and triggers.

Use the extension

To use this extension:

1. Sign in to Zendesk.

2. Select the ticket raised by the customer.

3. Click the Associate Item button on the right.

4. Select the project and the sprint to which the item belongs.

5. Click Associate Item. You can also search for a particular item. Your work item is now associated with the ticket in Zendesk.

To create a new work item in Zendesk and add it to Zoho Sprints:

1.  Sign in to Zendesk.

2. Select the ticket raised by the customer.

3. Enter the required details.

4. Click Create. This will automatically associate the work item to the ticket.

Note:

• Comments can be added from Zoho Sprints to Zendesk.

• Status updates from Zoho Sprints will be available as comments in the tickets.

View Zendesk tickets in Zoho Sprints

To check the Zendesk tickets in Zoho Sprints:

1. Open the required project.

2. Find the required work item.

3. Click the Zendesk icon on the right. You can view the tickets on the listing window.

Dissociating work items  

To dissociate work item from a ticket:

1. Sign in to Zendesk.

2. Go to the ticket.

3. Click Dissociate Item.

You can also enable this extension for a specific project, profile, or user role. To do so,  

1. Click the gear icon at the top-right. The settings window will appear.

2. Click All under Marketplace section. The listing page will appear.

3. Select Zendesk for Zoho Sprints.

4. Select the specific project, user, and their profile.

5. Click Update.

Disable Zendesk  

To disable the plug-in temporarily:

1.  Click the gear icon at the top-right. The settings window will appear.

2. Click All under Marketplace section. The listing page will appear.

3. Find Zendesk for Zoho Sprints.

4. Click Disable. The extension will be disabled.

Uninstall extension

To uninstall:

1. Click the gear icon at the top-right. The settings window will appear.

2. Click All under Marketplace section. The listing page will appear.

3. Find Zendesk for Zoho Sprints.

4. Click Uninstall. The extension will be uninstalled and configuration will be removed.