We are all very happy to announce the release of our Zendesk integration today. This release also includes the Client Group permission changes I mentioned yesterday, as well as a month’s worth of other small fixes.
What does Zendesk integration mean?
For those of you who already use Zendesk to track your issues, you are going to see a drastic decrease in tickets.
Once an admin on your Watchman Monitoring account enters your Zendesk API information, our server will generate tickets, and won’t create a second ticket about the same problem until the first ticket is marked Solved or Closed.
This is ticket auto-muting, the way I’ve always hoped it could be, and our server development team has pulled it off.
If you don’t already have a ticketing system in place, you might consider getting one. If you use a different system, know that we are going to work on Autotask next, and will add in other systems like Freshdesk, Desk, and Mhelpdesk in the future.
Here are some things to know:
The first day is going to be the worst, as nothing is muted by a Ticket yet. Day 2 will be better, and from then on, you’ll know what each reported issue is a new problem.
Existing mutes will be ignored initially, you will see a ticket open for every reported issue. We will add an ability to mute by date, as well as ticket number in the near future.
You may receive two tickets about the same computer. This is by design: each plugin gets muted with its own ticket. If you would like to merge tickets, you can update the ticket number in the Watchman Server interface by using the Gear menu next to the affected plugin.
You do not need to clear Zendesk tickets out of the Watchman Monitoring server interface.
If a problem is resolved, the fact that a ticket is shown in the Watchman Monitoring server won’t hurt anything. If the problem comes back, the server will test the listed ticket, and if it’s solved, closed, or even missing (deleted) a new ticket will be created. An upcoming Zendesk app will prevent this from happening.
We expect you’ll want to edit the Triggers in your zendesk account.
The tickets we create are easy for you to re-assign to your end user. To that end, we don’t include all the gory details in the message body at this time. By editing the Agent emails, under Triggers, you can get all that information you need in your email as normal. We’ll show you how after you enable Zendesk.
As always, we are looking forward to your feedback.
There is a new Contact Us in the footer (hidden from end user logins) to reach our via our new helpdesk.
And, we’ve created some help articles which relate to today’s release:
Watchman Monitoring Server User Roles/Permissions
Assigning user permissions on the Monitoring Server
About Watchman Monitoring’s Zendesk Integration
Adding alert information to Zendesk agent emails
Set up Zendesk ticket sharing with Watchman Monitoring Support
The Watchman Monitoring Team.
Watchman Monitoring - A consultant’s best friend
Help articles at http://support.watchmanmonitoring.com