Zendesk integration with Zoho Apptics

Zendesk integration in Zoho Apptics

Overview

Zendesk integration helps you streamline customer support activities effectively. You can assign any feedback, bug, help, or report that you receive in Apptics as a support ticket and access detailed reports in your Zendesk workspace.

You need to create a Zendesk workspace for your organization before you configure the Zendesk Integration. You can start configuring the integration once you create your Zendesk workspace.

Integrating Zendesk workspace with Apptics

  1. Navigate to Project Settings > Integrations and click on Zendesk.

  1. Click on Configure and you will see the configuration pop-up.

  1. Provide the Zendesk Subdomain that you want to integrate and click Integrate.
  2. You will get redirected to the Zendesk portal for authentication. Provide your sign-in credentials, i.e., email, password, and sign in.

  1. Once the verification is done, your Zendesk workspace will be integrated.

Configuring Zendesk integration in Apptics

  1. Choose the application ID for which you want to configure the Zendesk integration.
  2. Choose the subdomain and the type of support tickets you want to assign using this integration i.e., Bug, Feedback, Help, and Report.

  1. Click Save and you have successfully configured Zendesk integration.

Managing support tickets

  1. Navigate to Quality > In-app Feedback and scroll down to the Feedback list at the bottom of the page.
Note: In case you have not enabled the integration for the module:
  1. Click on Integrate button above the Unique Issues list to configure the same. A pop-up will appear.
  2. Click on the Zendesk and that will redirect you to the Zendesk integration page where you can do the configurations.
  1. Once the integration is enabled for the module you can see the option to Assign. Click on Assign and a pop-up will appear.
  2. Click on View to assign tickets and a pop-up will appear. (You can see the View option only after you enable Zendesk integration. Before that it will show as 'Not Integrated'.) <Need to add screenshot after UI is done>
  3. Choose the appropriate fields, i.e., the ticket assignee, status, priority, and classification to assign the ticket from the Apptics console. 
  4. Click on Open Zendesk to view and assign support tickets directly from your Zendesk Portal.
Note: Only the portal admin, the project manager, and the development lead can configure Zendesk integration in Apptics.