Zendesk integration with Yodiz enables teams to view, plan and manage customer tickets with ease. You can convert Zendesk tickets into Issues or User Stories.

1. Access Methods

In order to access the Zendesk integration, there are two navigations:
1.1 Via Administration
1.2 Via Grid Menu

1.1 Via Administration

Login to Yodiz, go to top right settings icon > Administration

administration-for-integration

Integrations > Zendesk

zendesk-access-method-via-administration

1.2 Via Grid Menu

Go to top left Grid Menu from the app > Integrations > Zendesk

zendesk-access-method-via-grid-view

2. Account Setup

A popup will appear once you have accessed Zendesk integration via either of the above navigation route. Now, fill the required details in the setup popup.

Note: Popup will only appear for the first time when user has not setup any account yet.

You can add more than one account of Zendesk by clicking on the + Add Account option from the left panel. Follow the screenshot below:

zendesk-account-setup

You will be required to fill these fields in order to integrate Zendesk into Yodiz.

Sub Domain: This is your Subdomain that you get when signing up for an account at Zendesk. This will usually be your company name and look something like http://yodiztest.zendesk.com. For example yodiztest is your domain name in case of http://yodiztest.zendesk.com.

Email: The email you used while signing up for Zendesk.

Zendesk Token: This is your API key to be used with the account. This can be accessed by logging into your Zendesk account. Find the settings icon in the far left strip (upon hovering) titled as “Admin”. Scroll down the page and find “Channels” sub-heading, click on “API”. Enable the Password Access and Token Access options. Click on the plus icon (+) shown below.

An API token will be generated, copy it and Save the token for further use.

zendesk-api

Enter these details into Yodiz and click on Setup Now.

3. Search Tickets

You can Search for specific tickets in desired context. Follow the screenshot below:

search-tickets
Note: “Everything” in search context looks for Ticket Description, Title and Comments but NOT Ticket ID.

You can also Filter Tickets by their Status.

search-tickets-by-status
Note:
  • Status of Tickets can be viewed in the header of selected Ticket.
  • Tickets with Closed status do not allow for any further comments or status change.
  • All Tickets are sorted in descending “updated on” order by default.

These tickets can be linked to existing items or can be linked to new items (User Story, Issue).

Note: In case of Issue Tracker, only issues can be created or linked.
link-tickets-with-items

As New User Story: New User Story will be created.
As New Issue: New Issue will be created if you select this option.
With Existing Item: Selecting this item will link the selected ticket with Existing Item (User Story or Issue).

Note: A Tag will be created in case of Linked items which consists of format “service name-domain name-ticket ID”. For example in this case the tag will be named zendesk-loxvo7-2. These Tags can only be seen in the item popup, detail and widget view.

In order to unlink tickets with items, click on the ID of linked item.

unlink-tickets-with-items

Once the pop up view of the item opens, remove the Tag (consisting of service name-domain name-ticket ID) from the Tags bar and click on Save. You can choose to Cancel if you want to revert the changes.

item-popup
Note: You can Unlink the Tickets from Detail view of items as well as Popup-view & Widget view.

Integrated Zendesk account can also be unlinked from Yodiz. The list of integrated accounts can be viewed in the far left panel of the screen. Click on the ellipses icons and select Unlink option.

unlink-accounts

Your account is now unlinked.