Integration with Zendesk. Link Zendesk cases with defects in versionone
by: Eric K. | over a year ago | Integration
Completed
Zendesk integration
by: Eric K. | over a year ago | Integration
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We also use Zendesk and love the idea of being able to link Zendesk issues to V1 defects and perhaps even Zendesk tasks to V1 requests!
I'm happy to hear that folks are interested in Zendesk to VersionOne integration; however, I'm not sure I understand what you want that isn't already possible.
On the Zendesk side, every ticket has a URL like:
https://myinstance.zendesk.com/agent/#/tickets/1
With that, you can create a Link in VersionOne. I created a Link called Zendesk #1, added a ticket URL, and checked the box to show on the menu. When I click the tab for Zendesk #1, it appears inside an iframe right on the VersionOne workitem.
In the other direction, every VersionOne asset has a URL like:
https://www14.v1host.com/v1sdktesting/story.mvc/Summary?oidToken=Story:11595
You can get to this link by clicking the "chain" icon inside any workitem's lightbox. With that, you can just past a link into a private note or public reply.
If you are interested in this integration, please tell me more about the workflow between your support desk folks and the agile development team. How will integration help these folks work better together? How will integration help you better satisfy your customers?
Customer Service works in ZenDesk. IT works in V1. Issues can be defects. When they are, the Zendesk ticket needs to know it has been made into a defect and report the status. When the defect is fixed, Zendesk needs to notify the customer of the status change. This would be a great integration.
Would definitly opt for version one if this feature would be implemented
Ian, the key point here is "With that, you can create a Link in VersionOne" - we'd want this to be automated. For example when a Zendesk ticket is determined to be a bug, it say gets assigned to a particular individual, or moved to a defect status (which is not standard in Zendesk). When this happens an issue in V1 should be created so that it can be scheduled by the dev team. Once the dev team has resolved it, Zendesk should notify the support team that a fix is available to be rolled out.
It would be helpful Zendesk Tickets could automatically be added to VersionOne requests. Some other ideas for this would be to automatically include the link to the Zendesk Ticket, and to update/close the zendesk ticket as the request is updated/closed.
Not sure if any progress on this has been made but if you would like any more information on how this could work, take a look at the JIRA integration. I've had Zendesk/JIRA implementations in the past and it works something like this: you can either use macros/automations to automatically raise a JIRA bug through the Zendesk ticket, or simply hit the 'Sharing' button. There are several mapped fields across the two platforms (one or two way, depending on how you configure it), including comments. JIRA comments show up in the Zendesk ticket as internal comments so the support agent can easily track the engineers' progress. This means that engineering and support need only check one system to manage product bugs raised by customers.
While there is no progress as a feature of the VersionOne application, there are some updates to share.
One interesting development is a "hackweek project" one of our developers built. The source code is available for people who would take it as a starting point, but it is by no means complete. This experimental code focused on creating a Defect from within Zendesk, and seeing some focused updates from within Zendesk when the Defect changes in VersionOne. It reflected our internal needs for integrating Zendesk and VersionOne. Have a look here:
https://github.com/aceybunch/VersionOne.Integration.Zendesk
Another option has been available from Tasktop since April. Tasktop Sync is an integration engine that allows for configurable mappings between the 2 products. Given the range of suggestions in this thread (Defects vs Requests, mapped fields, direction of sync, etc), this will be the most flexible out-of-the-box option. See more details in the press release:
http://www.tasktop.com/about/press/tasktop-sync-35-adds-versionone-and-zendesk-support
Also, I know 1 customer paid technical services in a joint effort between Zendesk and VersionOne to write a custom integration. The APIs of both products are certainly deep enough for integration.
Please comment about any of the above solutions. And keep the votes coming. Thanks.
Very good idea, our organization would greatly benefit from this!
Zendesk is supported by ALM Connect, a link is provided below for more information.
https://community.versionone.com/VersionOne_Connect/ALM_Connect/Customer_Relationship_Management/ALM_Connect_for_Zendesk