Synchronising tickets between Zendesk instances

5 Kommentare

  • Matt Savage
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    Hey Dominic, this is an interesting implementation.  We've got multiple instances running, too, and we're implementing some limited instances of ticket sharing.  Couple questions about your config:

    1. What was the trade-off between developing this vs. trying to use native ticket sharing between instances? Did you have any ideas that would maintain the secure separation while requiring less dev work?
    2. What kind of load does this put on your API usage?  Looks like each time this process runs it takes 5+ API calls, which can get pretty expensive a lot of tickets are shared.
    3. Did you think at all about using the new Side Conversations feature for sharing input with minimal data sharing between those teams?
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  • Dominic Shelton
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    Hi Matt, The built in ticket sharing didn't work for us at all since all our user accounts are synced from Active Directory to both our instances, and when a ticket is shared it would create a duplicate dummy user in the receiving instance. We could have worked around this but it probably would have been harder. This also gave us more control and a better end user experience.

    The load is not so bad since each instance has its own API limit (both are enterprise plans) and there are only 2 api calls to each instance for a ticket escalation. The volume of tickets escalated (currently) is also fairly low.

    I did not know about the side conversation feature until now, but it looks like this would not allow the HR/Payroll team to own their tickets and communicate securely without other agents being able to see their conversations. We may look at adding this into the secure instance so the HR team can still communicate with the other support teams in the standard instance.

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  • Heather R
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    Dominic,
    Fantastic post! Bravo! I really appreciate the details and technical implementation notes. I'll be referencing this, I'm sure.

    How do you handle the user base? What I mean is, an update in one instance does not auto update the user in the other account. Small issue to tackle.

    Thank you for your post!!

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  • Dominic Shelton
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    Both userbases are kept the same by a script that creates and suspends users based on information in Active Directory.

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  • Heather R
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    Brilliant!

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