Zendesk Support
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Petite Marlin
Connecting with ZD would allow our customer support agents to be directly notified via their work environment when issues were updated via Canny. For small teams like me (3 people - 2 admins and a developer ... me) this would be a huge thing connecting folks using the applications I develop with those supporting it. Thanks for the consideration.
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Extra Puffin
Sarah Hum This integration needs some love to make it more user friendly. Some suggestions:
- Paste a formatted block of the Canny post in the Zendesk ticket when upvoted, similar to how the Intercom integration works.
- Clicking on a title of a post should upvote that post, not take me to the post. Alternatively, there could be an upvote symbol next to the post and clicking title still takes me to the post.
- Show more search results and allow scrolling through them.
- Show issues upvoted by the user in the sidebar app.
- Show description of an issue in the modal. Currently it only shows the title, which is not always sufficient to determine whether it's the applicable issue.
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Tomato Cobra
Sarah Hum +1
Sarah Hum
Thanks for these suggestions Extra Puffin!
- Unclear if we can do this, we're limited by the Zendesk platform.
- I've added your vote here.
- This should already be the case. Are you not seeing it?
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Extra Puffin
Sarah Hum: Thanks for replying!
- If not possible to paste a formatted block similar to Intercom, at least copying the external feedback board link would be helpful and save some steps copying and formatting links.
- Thanks!
- I only see 5 issues and there is no way to scroll to view more.
Sarah Hum
Extra Puffin: Ah sorry I meant for #4, you should be able to see posts upvoted by a user in the sidebar.
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Extra Puffin
Sarah Hum: Alright, confusing with the numbering! 😅 I can see it right after I vote on behalf of a user, but if it's on an existing user it only shows suggested posts.
You said that you are limited by Zendesk's app platform. Can you share some more information on what the limitations you and your team are bumping against are?
Sarah Hum
Extra Puffin: Gotcha, thanks for clarifying!
I don't know of the specific limitations at this time. If you're curious, check out their documentation here.
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Extra Puffin
Sarah Hum: Any updates on this and the functionality of the Canny ↔ Zendesk integration?
Sarah Hum
Hi Extra Puffin, not at this time but I've broken this out into a separate Canny post on your behalf so you can look out for updates there.
Sarah Hum
complete
Thank you for all your feedback! Check out our Zendesk Support integration here: https://www.zendesk.com/apps/support/canny
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Normal Dragon
It would be awesome if our customers could see relevant zendesk articles when they are trying to create posts so we avoid them asking about issues we already have articles for
Sarah Hum
Hey Normal Dragon, thanks for bringing this up. The Zendesk suite of tools is quite large so we won't be integrating with every product at this time. I've created a separate post for Zendesk Guide. Your input is definitely valid so we'll keep that organized over there.
For Zendesk Support, the core experience will include being able to vote on behalf of a customer or create new posts directly from the ticket view. Hope that makes sense!
Sarah Hum
in progress
We're working on our Zendesk Support integration! If you have thoughts on how you'd like this to work, please chime in! Any insight is helpful as we build this out.
Andrew Rasmussen
Andrew Rasmussen
Hey Petite Marlin, definitely agree that a Zendesk integration would be valuable.
I'm curious if you guys also use Zapier? It seems like we could make a lot of these integrations (Slack, Zendesk, etc) happen just by hooking into Zapier's API.
If so, drop a vote over here: https://feedback.canny.io/integrations/p/zapier
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Azure Flamingo
Andrew Rasmussen: Hi Andrew, in my experience Zapier is hacky and proper integrations are 10x better. We would love Zendesk integration as the support team works from Zendesk and it happens to be where most things get raised.
To give you some idea as to our current workflow.
+ Customer emails support with a feature request or asks the question as to whether something is possible
+ Support engineer, responds and raises a Canny request
+ They add the customer as a voter to the ticket, and politely let the customer know via zendesk that feature requests can be raised in canny.
Thanks,
Michael
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Far Chipmunk
Andrew Rasmussen: Our workflow would be pretty similar to Azure Flamingo's