Zendesk Support – OpsBridge Integration

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Data Types: Events / Tickets / Problems / Incidents / Tasks / Questions

OpsBridge (Events) Zendesk Support (Tickets)

Zendesk Support – OpsBridge Integration Use Case

With ZigiOps, you can quickly sync ITSM and ITOM by connecting Zendesk and OpsBridge Manager (OBM).

OBM receives events from different tools, which ZigiOps allows you to redirect automatically.

When OBM receives a new event in the event browser, it transfers it to a connected server for ZigiOps. ZigiOps then creates a new incident in Zendesk, which contains all OBM event details. The platform returns the ticket number to OBM event as an external ID.

The OBM event is then updated. This update is logged into the related incident in Zendesk. Updates include lifecycle synchronization, regular fields, custom attributes, and annotations.

Similarly, the Zendesk incident is updated. ZigiOps automatically reports the update in OBM’s related event. Updates include lifecycle synchronization, regular fields, custom fields, and comments or work notes.

Challenges for Zendesk Support and OpsBridge users

Zendesk Support is one of the most popular support ticketing systems that helps establishing a connection between the organization and its clients. Micro Focus Operations Bridge (OpsBridge) is a popular monitoring system that allows Operations and Monitoring teams to have a quick bird’s eye overview of the health and performance of the company’s resources.

ITSM and ITOM often coexist, especially in large tech companies, but this doesn’t mean they’re well-aligned: if different teams use different software tools, synchronization can be challenging.

Using Zendesk and OpsBridge without an integration may cause silos, delays and errors.

A Zendesk OpsBridge integration will help you seamlessly transfer data between departments, improve your cross-team collaboration and boost customer satisfaction.

How do we solve them?

Align Zendesk and OpsBridge effortlessly, thanks to ZigiOps’ bi-directional, no-code integration between the two software applications. With our out-of-the-box workflow templates, you get a set of actions, conditions, and transformations for all your use cases.

Sync events, tickets, annotations and any custom fields between the two management software tools. Set up your integration and start using it in minutes, instead of days or weeks. Customize any element in a few clicks, to adapt it to each specific use case you have.

Integrate Zendesk and OpsBridge to make sure that your teams are working together efficiently. Speed up issue resolutions and boost customer and employee satisfaction.

• 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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