If your company uses Yammer, you can keep everyone informed about your Zendesk ticket activity by displaying the activity in the Activity stream on their Home page in Yammer.
Don't confuse the Activity stream with your Yammer feed. The Activity stream consists of brief messages displayed in the Recent Activity panel on the Home page of each Yammer user. If you want to post Zendesk activity to your Yammer feed, see Notifying your Yammer feed.
This integration is available for Yammer paid plans and all Zendesk plans. You must be an administrator in Zendesk and Yammer to set up the integration.
On your Home page in Yammer, you'll notice an activity panel on the right side. The panel has many items feeding into it in real-time. This is where the Zendesk ticket activity is displayed. If you're setting this up for the first time in Yammer, the activity stream may not appear until a certain number of activities have been logged.
Note: Comments in the Activity stream only contain a snippet of the ticket comment and the author of the comment. There is no other ticket information or links. This is a limitation of the Yammer API.
The Activity stream is very different than your Yammer feed. The feed can contain a lot of information while the Activity stream is intended for small chunks of information. See the Activity Stream Ticker FAQ on the Yammer website for more information. Zendesk tries to keep updates in the recent activity stream as short, yet as informative, as possible.
You have control over what appears in your Activity stream. You can choose from predefined options, including:
Ticket creation (including who created the ticket, the ticket ID, and the subject, all hyperlinked)
Ticket status changes
Ticket priority changes
To reduce noise in the Activity stream, Zendesk will only send ticket updates to agents who are assigned or in the same group. If no group is defined on a ticket, then Zendesk udpates everyone until the ticket moves to an assigned group.
Setting up the integration
To set up the integration, you must complete setup steps in Yammer and Zendesk. You must also be an administrator in both applications.
To complete the Yammer setup
From your Yammer home page, select Admin in the left panel (this may be hidden by a More link).
Open the Activity Stream Keys section.
Select Zendesk from the drop down, then click Generateto give Zendesk access to your Activity stream.
The page refreshes and Zendesk is added to the list of keys.
Copy the token and save it for the Zendesk setup steps. It should look something like:
To complete the Zendesk setup
Click the Manage icon () in the sidebar, then select Extensions.
Zendesk Classic: Select Settings > Extensions.
Click the Activity Streams tab.
Click Add your Yammer account.
Put your token in the Oauth access token field.
Click Save tab.
Select the items you'd like to appear in the activity stream.