Zendesk Integration Update v2.5

Below you will find the updates to the Zendesk feature (version 2.5).

Overview

Answers and comments added to a question with a Zendesk generated ticket we now add to the initial Zendesk ticket created for a question.

  • Initial AnswerHub tickets created for a question and sent to Zendesk have a "New" status label.
  • All comments and answers sent to the Zendesk ticket will have an "Open" status label.

How Answers are Handled

All answers initially added to a question with a Zendesk generated ticket we will send over to the existing ticket as a comment but will have an "Answer" label.

  • If a user edits an answer in the AnswerHub side after the creation of the Zendesk comment, we will update the ticket to have an "Answer[Edit]" label.
  • Accepted answers will have an "Accepted Answer" label at the beginning of the comment on the Zendesk side.
    • If a user edits an accepted answer, already sent to Zendesk, we will send it over as a new comment as “Accepted Answer [Edit].”
    • If a user changes an answer to be un-accepted in the AnswerHub side, the comment on the Zendesk side will not update, but we will add the following statement to the comment "The accepted answer was marked as un-accepted on xx/xx/xx."
  • When an answer gets pushed to a Zendesk ticket, already marked as "Solved," the ticket status changes to "Open." (A solved status occurs when a ticket gets created on a question that has an accepted answer at the time the user sends it over to Zendesk; i.e. if a question without a Zendesk ticket gets an accepted answer before the automated escalation time triggers, AnswerHub will send the ticket to Zendesk and set the status to "Solved.")

How Comments are Handled

Comments and replies to a question in AnswerHub, post the initial creation of the Zendesk ticket, will show up as a comment with a "Comment" label.

  • If a user edits a comment, the system sends it over as a new comment with a “Comment [Edit]” label.
    • All comments shared with specific user groups will sync to Zendesk with a "Comment" label.
  • When a comment gets pushed to a Zendesk ticket, already marked as "solved" the ticket status will change to "Open." (A solved status occurs when a ticket gets created on a question that has an accepted answer at the time the user sends it over to Zendesk; i.e. if a question without a Zendesk ticket gets an accepted answer before the automated escalation time triggers, AnswerHub will send the ticket to Zendesk and set the status to "Solved.")

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