Forums/Documentation/Setting up integrations

Displaying ticket activity in your Activity stream in Yammer

Jake Holman
posted this on February 27, 2012 09:33

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.

Topics covered in this article:

How it works

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
  • Satisfaction ratings

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

  1. From your Yammer home page, select Admin in the left panel (this may be hidden by a More link).
  2. Open the Activity Stream Keys section.
  3. 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.

  4. Copy the token and save it for the Zendesk setup steps. It should look something like:
    O1KGQ3fyEUKnpOTTqRZvS3

To complete the Zendesk setup

  1. Click the Manage icon () in the sidebar, then select Extensions.
    Zendesk Classic: Select Settings > Extensions.
  2. Click the Activity Streams tab.
  3. Click Add your Yammer account.
  4. Put your token in the Oauth access token field.
  5. Click Save tab.
  6. Select the items you'd like to appear in the activity stream.
  7. Click Save tab.
 

Comments

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Simon Topliss
agilitymultichannel

So, I need to purchase a Yammer license to get the Zendesk stream?

March 01, 2012 10:09
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Jake Holman
Product Manager

@Simon: You need a Yammer account in order for Zendesk to post into the Yammer Activity Stream, yes. I may have misunderstood what you were asking though. 

March 01, 2012 11:04
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Simon Topliss
agilitymultichannel

What I mean is, the "free" account does not seem to support activity streams. When I try to launch the activity stream key it takes me to an Business upgrade page. I wanted to try it out first, that's all, but need to pay a monthly subscription.

March 01, 2012 11:19
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Jake Holman
Product Manager

@Simon: that's correct, Yammer is restricting this feature to paid plans only. I'm afraid it's outside of our control.

March 01, 2012 11:20
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Ralf Wittgen
Author-it

I think it would be good and fair to mention this when you talk about the pre-requisites. I am in the same situation as Simon. But I am now feeling that I have wasted my time, looking into something I cannot test right now. :(

I do understand that this is out of your control. Maybe your folks should have a chat with the folks from Yammer? At least a test option?

It is all about setting the right expectations at the very beginning, This will avoid any frustration. Just a suggestion for you folks here.

Have a great day!

March 11, 2012 14:19
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Filipe Dinis
transfastuk

I should have read the comments on the first place. Only now I noticed that it's a paid solution.

10min wasted.  Thanks Jake!

April 04, 2012 05:20
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Jake Holman
Product Manager

Sorry for the confusion. I've highlighted the part where I mention it's for paid plans on Yammer only (right at the beginning there).

April 04, 2012 09:12
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Oshri Kaplan
gooddata

Jake - is there an option to track those activity stream in the Yammer Leaderboard, such as the other functions in Yammer (most liked people etc.). We want to track for example which agent created the largest number of tickets.

Thank you

June 18, 2012 14:00
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James Johnston

Just found out today from Yammer, that functionality requires the "Enterprise" plan and not just a "Business" paid plan.  Am I missing something???

June 18, 2012 14:19
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Arthur M Façanha

It's crazy! It would be good for the Zendesk Yammer and the steps were simple. How is you can not find anything.

June 23, 2012 16:13
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Nicola Decarne
winext

Hello, it is not clear for me how can I create and map the group within Yammer and Zendesk. Can you explain me?

Thank in advance for your support

August 09, 2012 10:51
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Fetrevisan

For those on the free plan, try this.

Reach Yammer´s developer page at http://developer.yammer.com/

Click, get an API code.

Fill in the info. In the URL, insert yourcompany.zendesk.com.

After clicking next, you´ll get an authorization code.

It seems to work, but Zendesk says it only sends info fom the tickets on the same group (didn´t understand quite well).

October 14, 2012 22:24
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Sam Finding

@Jake - confused also how you restrict who sees the announcements in the activity stream. We use Zendesk internally to run an help desk and some of the tickets might be sensitive. Can you confirm that only the agents will see the activity in Yammer?

December 20, 2012 07:32
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Eliot Dyson
Zendesk

@Sam - Hi Sam, as noted in the above documentation, the Yammer integration should automatically restrict ticket activity in the activity stream to agents who belong to that group. If you're concerned that the restriction may not work as described, you're welcome to try testing in your sandbox account (if you're on Plus or above) with fake ticket data. If you have reason to believe that restriction isn't working as expected, please open a ticket with our support team providing examples of tickets that appeared to non-agents in your Yammer account.  Thanks!

January 07, 2013 13:15
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Martin Grøn
golfbox

WOW - it would REALLY be a good idea to have WITH BIG CAPITAL LETTERS that you need at PAID LICENCE to Yammer to be able to use this - now I spent the most of my morning trying to figure out how this integration works and I finally find a comment saying it has to be a paid license! :( Very dissapointing it is not mentioned anywhere!

December 20, 2013 02:51
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Emily
Zendesk

Hi Martin, 

This is a great suggestion. We'll be overhauling the Marketing on our integrations page sometime in the future, and I've passed your feedback along!

December 20, 2013 10:38