Integration with Zendesk
Overview
Companies using Zendesk for incident management can now integrate it with MangoApps to sync tickets and collaborate efficiently with Level 2 & 3 support teams and subject matter experts (SMEs). This integration aims to ensure real-time syncing of Zendesk issues to MangoApps for seamless information flow, streamline collaboration to improve resolution times, provide real-time updates on issue statuses to keep stakeholders informed, and create a cohesive framework that encourages active participation from developers, support staff, and end-users for prompt issue resolution.
MangoApps integration supports the following Zendesk editions: Suite Team, Suite Growth, Suite Professional, and Suite Enterprise.
Setup in Zendesk
To enable the integration on the Zendesk side, ensure you have the Zendesk administrator role. You will need the following configuration details: Zendesk domain URL, username, and password of the Zendesk account.
Next, navigate to the Zendesk admin control and enable the API authentication settings.
Setup in MangoApps
Setup within MangoApps requires two configurations: one for the Domain Admin and one for the Teams Admin of the Zendesk team.
Configuration for Domain Admin of MangoApps
To enable Zendesk integration, the MangoApps domain administrator needs to open the admin portal, navigate to the Integrations section, and toggle Zendesk to ON.
Next, set up the Zendesk widget on the home page by adding it from the widget gallery. Configure the widget by adding a header image and setting up the visibility for a specific user segment or for everyone. Specify the number of tickets to display by default.
Configuration for Teams Admin of MangoApps
Once the network admin enables Zendesk, the team admin needs to enable the integration in the relevant project on MangoApps. Navigate to the project, click on Admin tools > Configure Integrations, and enable Zendesk from the integration options.
Authenticate your Zendesk account by entering the administrator user credentials and URL, then click Test Connection to ensure successful integration.
Set up team members with permission to post comments from MangoApps back into Zendesk. Configure advanced filters to sync tickets based on specific conditions such as organization, status, priority, and tags. Save the Zendesk settings after configuration.
Organization: Zendesk can have one or more organizations configured to report different types of issues. Leaving this field blank will pull tickets from all organizations. Specifying a value will sync only tickets from the specified organization.
Status: By default, tickets with statuses of New, Open, and Pending are synced into MangoApps. Setting a specific status will sync only tickets that meet that status.
Priority: This filter allows the team admin to decide whether all priority levels should be synced into MangoApps or only those marked as Urgent/Critical. Leaving this field blank will sync tickets of all priorities.
Tags: Zendesk allows tags to be assigned to tickets. The team admin can configure the advanced filter to sync only tickets with specified tags or leave this field blank to pull tickets with any tags.
End User Experience
When a Zendesk end user reports a ticket, it will sync into MangoApps with an "Open" status. Ticket properties include a unique ticket ID, the user who reported it, configurable statuses and priorities, creation and update timestamps, and a summary and details of the incident.
To comment on a Zendesk ticket from MangoApps, select “Post to Zendesk” and set the status to “Pending.” Comments posted in MangoApps will sync in real-time to Zendesk.
The customer support team can review and adjust the priority of tickets based on business urgency.
Once resolved, the ticket status updated in MangoApps will reflect in real-time on Zendesk.
Testing Considerations
Ensure authentication credentials in MangoApps are correctly entered. Set up project members with permissions to post back to Zendesk and test the flow. Configure advanced filters to align with the tickets/incidents for testing.
For Zendesk API to be able to process external requests from MangoApps, we include the required 'organization id' and 'app id' in the request headers by default for our integration. The header details are as below :
X-Zendesk-Marketplace-Name:"MangoApps"
X-Zendesk-Marketplace-Organization-Id:3112
X-Zendesk-Marketplace-App-Id: 261053
Security Considerations
Share Zendesk admin credentials only with MangoApps team/network admins. For internal collaboration, avoid selecting the “Post to Zendesk” checkbox for comments.
Rollout Recommendations
Ensure team members can view news feeds for all tickets in MangoApps teams where the integration is enabled. Add necessary customer service team members to the integration settings on MangoApps to reply to tickets created in Zendesk. By following these steps, companies can effectively integrate Zendesk with MangoApps, enhancing their incident management and collaboration capabilities.
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