If you use the Pivotal Tracker integration, you can have comments on your tickets when you make changes in Pivotal Tracker (these comments are private).
Before using the integration, make sure you enable password or token access to Zendesk’s API in Support. For more information, see Using the API dashboard.
To set up an integration
- Create a project in Pivotal Tracker, or, if you already have one, open that project.
- Go to Project > Edit Project Settings .
- Once you do you'll see a navigation bar along the top. Click on the button for "Integrations".
- Scroll to the bottom of the new page and look for the section titled External Tool Integrations . You'll see a drop-down menu that says Create New Integration . Click it and scroll down to Zendesk.
- Name your integration. The default name should be fine.
- Provide the address for your installation. Make sure you type in the URL including a trailing "/" at the end. For example, if my Zendesk was located at example.zendesk.com I would enter: https://example.zendesk.com/ in this field.
- Now you will need to pick an account that Pivotal Tracker will use to connect. You can use a dedicated account or just pick somebody else's account. Enter their username (email address) and password.
- When Pivotal Tracker talks to Zendesk Support, it will pull a list a tickets from a view within Zendesk Support. You can either create a new view, that only shows tickets with the tag "Pivotal" on it (for example) or just use a default view (like "All Unsolved Tickets").
- In a new browser window, open the view. At the very end of the URL you will see a number. This is the view ID. Copy it over to Pivotal Tracker.
- Click the Create button.
- Head back to the main page of your Pivotal Tracker project.
- Hover over the More menu and go to the link that says "Zendesk".
- A new pane should now load, labeled Zendesk, and will contain all the tickets in the view that you had in your view.