Dealing with Software Delivery

7 Comments

  • Stephen Fleming
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    Hi Jessie,

    Thanks for your assistance :)

    Your advice is greatly appreciated.

    Thanks,

    Stephen

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  • Jessie Schutz
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    Hey Stephen!

    Sorry for the delayed response! Can you describe your workflow in more detail? How does Box enter in to the process? It'll be easier to find out if there's something else that might work if I know more about what you're doing.

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  • Stephen Fleming
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    Hi Jessie,

    Thanks for the response.

    Our process is as follows:

    • A member of our Sales team tells us we have a new customer.
    • Our support team sets up the customer, with a new organisation on Zendesk.
    • Sales will ask us to provide the organisation with certain sdks.
    • Currently, we create a box folder for the new organisation and place the sdks in that folder for them. Then we open a 'Software Delivery' ticket and provide them a link to the shared box folder (password protected).
    • We then record which SDKs have been delivered to the customer, on a separate internal system.

    This can be a time consuming process and in particular we would like to steamline the process.

    We were trying to see if Zendesk offered any different kinds of integration that could streamline this process. Ideally, we would want to be able to tag an organisation and then they would have the option to download the SDKs from somewhere on the Help Centre.

    We would also like the customer to be able to 'follow' this sdk page, so they receive an update whenever the SDK was updated. As well as that, it would be

    It would also be ideal if a customer could be displayed some sort of 'Terms and Conditions' page, before downloading the sdks.

     

    If there are any apps available for Zendesk, to assist with this kind of software delivery, please do let me know.

    Thanks,

    Stephen

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  • Stephen Fleming
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    Hi,

    Any update on this? Is there any way of doing this through functionality already present in Zendesk/associated apps?

    Thanks,

    Stephen

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  • Stephen Fleming
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    Hi,

    Any update on this?

    Thanks,

    Stephen

     

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  • Jessie Schutz
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    Hey Stephen! Sorry this fell through the cracks.

    The Help Center isn't built to host files for download like you're describing here, so you'd still need to host them on an external site like Box. However, you could absolutely create articles in your Help Center with links to those files and then restrict access to those articles based on user Tag or Organization. As far as a terms and conditions pop-up, it might be something you could do with some custom coding but I'm not totally sure. That's a level of customization we're not able to help you with on our end.

    There's a Box integration in our App Marketplace as well, though I'm not sure if that will help you with this workflow.

    As for documenting what files have been distributed to which customer, your options there are going to depend on how much info you're documenting and what the purpose of the documentation is. My thought is that you could potentially use custom fields to document this information in User or Org profiles.

    We have tons of apps available in our App Marketplace that could potentially help with this, although I don't know of any right off the top of my head. If you haven't done so already, I'd recommend checking that out as well.

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  • Jim Zucker
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    Stephen,

     

    How did you decide to resolve this?

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