Zendesk

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.

Integrate Zendesk workspace with Apptics

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

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

  • Provide the Zendesk Subdomain that you want to integrate and click Integrate.

  • You will get redirected to the Zendesk portal for authentication. Provide your sign-in credentials, i.e., email, password, and sign in. 

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

Configure Zendesk integration in Apptics

  • Choose the application ID for which you want to configure the Zendesk integration.

  • Choose the subdomain and the type of support tickets you want to assign using this integration i.e., Bug, Feedback, Help, and Report.

  • Click Save and you have successfully configured Zendesk integration.

Manage support tickets

  • 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.

  • Once the integration is enabled for the module you can see the option to Assign. Click on Assign and a pop-up will appear.

  • 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'.)

  • Choose the appropriate fields, i.e., the ticket assignee, status, priority, and classification to assign the ticket from the Apptics console. 

  • Click on Open in 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.