How to integrate our Zendesk instance with a partner's ConnectWise for ticket escalations

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  • Simon Blouner

    Hey William Jamhoury

    I do not know of the ConnectWise product, but a quick google search gave me this result that could maybe be a help to you. Check it out here!

    A native Zendesk workaround could be something along the lines of using side conversations to create a ticket in ConnectWise via. a macro. In the side conversation macro you can then use a placeholder to include whatever custom field data you want. Be aware that the Side conversations is a ZD add on via. the Collaboration Add on.

    A second way could be to create a target, sending the information you want to ConnectWise, activating the target via. a trigger.

    Hope this guides you in a helpful direction!

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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  • Ben Greiner

    William Jamhoury did you get anywhere with this? We're also looking for the same solution!

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  • William Jamhoury

    Ben Greiner - I used email notifications with routing triggers to integrate ticket updates but the solution is fragile and prone to human error. 

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  • Ben Greiner

    Thanks, William Jamhoury I really appreciate the response.

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