Fine Tuning: Beautifully simple bridges between your Support, Sales, and Engineering teams

9 Comments

  • Ian LaPhilliph

    Hi everyone! Part 1 is up so feel free to post any questions and/or share comments.

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  • Charles Magnuson

    Hi Ian,

    My team was recently delighted to find out about the Jira integration with Zendesk. However, our delight quickly faded when we saw how poorly the tool functioned.

    Linking a ticket takes a short eternity as the tool looks up the ticket number. Here's an example where the lookup finishes relatively quickly: http://ca.mag.cm/3i2I3T3B103J. We frequently see loading times longer than what I illustrated.

    Additionally, the linking feature isn't as helpful as it could be because the agent is required to know the exact ticket number of the Jira ticket they want to link to. Most of the time this requires having Jira open in another window. Ideally the tool would allow fuzzy summary searching to find the issue to link to.

    On the Create Issue screen, many of the fields we need to fill out are missing: component, labels, and priority along with custom fields. This means that after creating the ticket through Zendesk, the agent has to look up the ticket in Jira to finish filling out the details.

    I don't mean to derail Part 3 of this helpful post you're putting together, but I do find it very difficult to consider the Jira integration with Zendesk as "empowering" because it isn't making interaction with Jira any more efficient. My team ended up ceasing to use the integration because of the issues mentioned above. I'd love to hear your thoughts about these issues and how they might be circumnavigated.

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  • Ian LaPhilliph

    Hi Charles,

    Thank you for your feedback.

    For the create issue screen you'll want to make sure that fields are marked as required in JIRA.  This would be particular to the project and screen that agents are creating issues in.  Once they are marked as required they should appear in Zendesk for your agents to fill out!

    Which teams utilize JIRA at your organization? I'd love to hear how your agents in Zendesk were interacting with different teams in JIRA using the integration. There are additional benefits to the JIRA integration that I'll cover later today in part three, that could provide additional value for your organization.

    With regards to issues you were experiencing our Support Team can provide assistance in identifying what's going on. I'd definitely recommend giving the integration another try, and let us know how we can help!  

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  • Ian LaPhilliph

    Part 2 is now live!  Don't hesitate to post any questions or comments.

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  • David Hambleton

    Hey Ian - thanks for posting this great info. Very interesting. I've got a few questions for you on the Salesforce integration stuff:

    • Is there a limit on how many fields from Salesforce can be exposed to agents in Zendesk? Can you push custom fields as well? What are the best practices here?
    • Are there any limitations we should be aware of when considering the Zendesk Tickets custom object? How does data sync between Salesforce and Zendesk work?
    • If there are comments made to the Zendesk Ticket in Salesforce (in Chatter), is there any way to share that in Zendesk?

    Thank you!

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  • Ian LaPhilliph

    Hi David

    Great questions!  

    You can display custom Salesforce fields in Zendesk through the Salesforce App.  As far as limit, I don't have an exact number, but I'd note that the more fields you expose in the App, the more real estate the Salesforce App will take up in the Apps panel.  

    Try to limit the information you bring over the Salesforce App to information that your agents would find most useful to resolve the ticket.  If you are looking to store more data on your users, think about bringing over information that would be useful for business rules, reporting and SLA's.

    For Zendesk Tickets, if you are looking to send them over to Salesforce as custom objects, the one thing I would note is that they will count towards your Salesforce storage capacity.  If storage capacity is a concern, you can also setup a ticket view to provide access to tickets in Salesforce as this wont take up any storage.  The actual ticket sync is handled in Zendesk via a Salesforce target and Salesforce trigger. 

    If Salesforce users also have a Zendesk agent credential they would also have the ability to make comments to tickets directly in Salesforce.  This is covered in the more detail in the following article.

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  • David Hambleton

    Wow that was fast! Thanks Ian!

    One more question (if I may): How long does it take for Salesforce data to sync from Salesforce to Zendesk (for example, changes to the account or contact record) and what happens when a customer's info is changed in Zendesk (name, title, etc.) or merged in with an existing ticket...how is that reflected in Salesforce?

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  • Ian LaPhilliph

    Hi David,

    If you are referring to the out of the box syncing feature(ongoing sync), This is a one way sync from Salesforce -> Zendesk.  When you update a contact or account the integration will immediately make an API call to Zendesk to push updates or create a new user or organization.  

    If you are interested in establishing a bi-directional sync between Zendesk and Salesforce(for example if you update a user in Zendesk it will update the fields of a matching contact in Salesforce) that is certainly possible as well via a custom solution.  

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  • Ian LaPhilliph

    Hi everyone, part 3 is up!  We've switched gears to discussing the JIRA integration, however don't sweat I'm here to answer any questions that you on both the JIRA and Salesforce integrations.

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