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ZenDesk - reverse integration

Would be useful to see all ZenDesk ticket history for a given asset and provide a URL to the ticket.

Gcaparulo Planned

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Hi!

I can definitely see the point in this and we are interested in hearing how we can improve our system.

Currently we display create and resolve events in the "system events" tab on each device, including the ticket number. The list goes 7 days back.

Would a direct link to Zendesk be of use here?
Does the 7 day interval fit your needs?

Actually we do have a link to the associated ticket in Zendesk from the issue details page, but this is of course only accessible as long as the issue is open.

Best regards,
Thomas Balsløv.
System Architect.
Panorama9.

IT-Man 0 votes
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Hi Thomas - We would like to see the entire issue history (7 days isn't really enough) for a given asset and a link to the ZenDesk ticket for more information on the issue and how it was resolved.

Use case: a user submits a help request using the P9 icon. Agent needs to see all prior issues with the users machine.

So, I see a need to list all ZenDesk tickets within the P9 portal (for Engineers) and within the ZenDesk P9 App (for Help Desk Techs).

Gcaparulo 0 votes
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OK, that makes perfect sense.

I have turned your request into internal tickets and passed them on to our planners who will decide if and when they will be implemented.

Thank you for the input!

Cheers,
Thomas.

IT-Man 0 votes