Zendesk Support – Azure DevOps Integration

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Data Types: Work Items / Tickets

Zendesk Support (Tickets) Azure DevOps (Work Items)

Zendesk Support (Requests) Azure DevOps (Work Items)

Zendesk Support - Azure DevOps Use Case

The helpdesk team receives a new incident in their Zendesk Support queue. They investigate the issue and find out that the problem comes from a software bug, i.e. the DevOps team should take over.

Thanks to ZigiOps, they don’t need to open Azure DevOps and create a ticket for the bug manually. The integration platform creates it automatically and performs poller-based updates, if there are any changes, which guarantees a smooth application lifecycle management (ALM) and no data silos.

The communication between the helpdesk team and the developer, the bug is assigned to, is extremely easy, as it doesn’t require any additional tools. Everything happens in the comments. All log files, traces, and all other attachments sync automatically, too. This helps streamline defect tracking and resolution, and it also improves change request management.

Once the developer fixes the issue, ZigiOps updates the Zendesk incident instantly. The end customer receives a notification that you’ve resolved their issue—faster than ever before.

Challenges for Azure DevOps and Zendesk Support users

Zendesk Support is a popular help desk and customer support application, that many companies use to manage incoming customer queries. It allows you to handle tickets and requests. Development teams use project management tools, such as Azure DevOps, to resolve queries that the customer support team sends them.

The customer support and development teams often work in sync to solve common issues, which need to be addressed quickly to ensure a high level of customer satisfaction. Efficient cross-team collaboration is key in keeping response and resolution times low. To achieve and maintain the alignment of your teams, you need a seamless end-to-end data exchange between the different enterprise applications.

Keeping your teams in sync is crucial for the success of your business, and one of the best ways to achieve that is through a data integration platform.

How do we solve them?

With ZigiOps, you can connect Azure DevOps and Zendesk Support in minutes, thanks to our fully customizable data integration templates that come with a wide set of actions, conditions, and transformations. You can quickly configure them to match your exact use case and make changes as needed.

ZigiOps’ Zendesk Azure DevOps integration streamlines and automates data flow between teams and departments. It synchronizes records between both systems in real-time, to give each team the most up-to-date version of each query. This way, everyone’s ability to use the tools they’re most familiar with and benefit from the functionalities of the other tools in your software ecosystem.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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