Streamline ticket creation and handling, reduce response time, and improve your customer satisfaction with ZigiOps’ integrations for Zendesk Support
Zendesk Support is one of the most popular and widely used cloud support ticketing systems.
As a customer support platform, Zendesk Support’s main objective is to establish a connection between the organization and its clients. Zendesk Support enables tracking, prioritizing, and resolving various support requests and questions.
In addition, Zendesk Support helps monitor the effectiveness and productivity of the organization’s customer service agents.
Modern enterprises use more than one tool to keep track of customer interactions and issue resolutions. The ability to prioritize and solve problems on time before they escalate is crucial. That’s why systems like Zendesk support usually pair with other software tools for ITSM, ITOM, and DevOps. This ensures seamless end-to-end data flow, enhanced productivity, and maximum customer satisfaction.
With ZigiOps, an out-of-the-box integration solution, all of the abovementioned happens in just a few clicks. It synchronizes Zendesk and other systems instantly so that changes in one of them are also present in the other.
This eliminates the need for manual work, reduces errors, and enhances overall effectiveness. Data transfer happens automatically, helping teams work better together.
Zendesk Support – Micro Focus OpsBrigde Use Case
Zendesk support usually integrates with Micro Focus OBM for events transfer.
The OBM system receives a notification about a newly-discovered event in the event browser. The even, however, needs to be transferred to Zendesk Support’s database as an incident. ZigiOps acts as a solution to that when used as a connector for both OBM and Zendesk Support systems – instantly enabling the data transfer between them.
The OBM event is directed to a connected server for ZigiOps, which, in turn, creates a new incident in Zendesk’s system with the details from the OBM event. Then, ZigiOps returns the number of the newly-created Zendesk ticket to the OBM event as an external ID.
The OBM event is updated, and ZigiOps reports the change to Zendesk’s related incident. Those updates usually refer to regular fields, custom attributes, annotations, and lifecycle synchronization.
ZigiOps also updates the Zendesk incident and automatically reports back the change in the related event in OBM. Those updates can include comments, custom and regular fields, and lifecycle synchronization.
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