In upKeeper 4.10 we have made the first Customer Service System integration and we have done it with Zendesk. Goal for this integration is to make it simple for support and helpdesk personal to do their daily work which include handle tickets and manage devices so that end users get a good experience. When you activate this feature, you will be able to see and manage all your tickets from the upKeeper Manager web interface. Tickets tag with device names will be listed under corresponding device.
To configure this, you must have an API token from Zendesk. API can be created by an administrator logged in to Zendesk.
Next step is to log in to upkeeper and select appropriate organization and the configuration setting. You will find Customer Service System (CSS) settings under the tab CSS in the configuration on each organization in upKeeper Manager.
Select Customer Service Support Zendesk and add email address for one of the users and the API token made for this integration. When this is set you are ready to view and edit Customer Service System tickets in the upKeeper Manager web interface.
How to use
When CSS configured you get a new menu option in the main menu to the left. Click on the menu option and you will see all active tickets from the Customer Service System presented in a list. Click on any of the tickets and get all information for select ticket. Open tickets can be updated, and new tickets can be created by clicking the create button.
If you open the devices list view and select a device, you can find a new tab named “Tickets” where all tickets “connected” to the specific device are listed. A ticket “connected” to a device have a tag with the name of the device.
If you create a new ticket from the “tickets” tab on a device, you will automatically get the ticket correctly tagged and listed under the device.
Tickets tagged with a device name will also be listed in the default list showing all active tickets.