Linking Customer Support Issues to an Incident

 

Overview

From a customer-impact standpoint, support tickets are one of the key indicators of which customers are being currently impacted by an incident.  FireHydrant's Zendesk integration allows customers to keep track of Zendesk customer support tickets related to an incident.

Prerequisites

The Zendesk integration is only available for Enterprise-level FireHydrant accounts

If you haven't already, install the Zendesk integration following these instructions.

Linking Support Tickets to an Incident

In the web UI, from an existing incident scroll down to the External Resources section.  Under the Customer support issues subsection, click Add.  A dialog will appear with a list of Zendesk tickets.  Optionally, enter search criteria to filter the results.  Select any support ticket(s) you would like to attach to the incident, then click Link selected customer support issues.

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The selected tickets will be added to the incident.

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Posting Status Updates to Linked Zendesk Tickets

When you post a status update to the internal status page in FireHydrant, the update will also get posted as an internal note to any linked Zendesk tickets, along with a link back to the FireHydrant incident.

 

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