Zendesk Support – Dynatrace Integration

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Data Types: Tickets, Problems, Incidents, Tasks, Questions

Dynatrace (Problem)Zendesk Support (Incident)

Zendesk Support – Dynatrace Integration Use Case

If your service desk team is using Zendesk support to handle tickets and IT requests, and your IT team is using Dynatrace to monitor your assets, with ZigiOps, you can quickly sync them and create efficient automatic workflows in minutes.

Dynatrace can detect problems for monitored entities, which ZigiOps allows you to redirect automatically in real time.

When Dynatrace detects a problem for a particular application or service, ZigiOps then creates a new incident in Zendesk Support, which contains all Dynatrace problem details.

If there are any updates to the Dynatrace problem, ZigiOps automatically updates the related ZenDesk incident. Updates include lifecycle synchronization, regular fields, tags, and more.

Challenges Zendesk Support and Dynatrace users

Zendesk Support is one of the most widely used cloud support ticketing systems. It enables tracking, prioritizing, and resolving various support requests and questions. Dynatrace is a powerful cloud monitoring system popular among enterprises of all sizes and niches. It delivers full-scale monitoring over crucial aspects of the organization’s infrastructure and processes.

In large tech companies, monitoring and IT service management often coexist and need to function together. If you are using Zendesk and Dynatrace together, but they’re not well aligned, your data exchange and cross-team cooperation can suffer.

Integrating Zendesk and Dynatrace will help you seamlessly transfer data between them, improve your workflows and speed up issue resolutions.

How do we solve them?

ZigiOps’ powerful no-code integration between Zendesk Support and Dynatrace allows your teams to use the two applications in synchrony and expands the functionalities of each tool.

With our ready-to-use templates, you can set the integration up in a matter of minutes and start using it immediately. Sync problems to tickets, tags and custom fields between the two software tools. Customize it as needed to adapt it to your specific use case scenario and let ZigiOps do the rest.

Connect Zendesk and Dynatrace to make sure that communication between your teams is smooth and efficient. Optimize defect resolution and tracking, automate ticket creation and handling, and get rid of bottlenecks.

• 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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