Introducing the Zendesk Integration: Collaboration and Support in One
Zendesk users, rejoice!
You’re now able to manage support faster, without ever leaving your Pumble UI, thanks to the Zendesk integration.
And you get to do it at no extra cost!
Here’s all you need to know to get started.
About the Zendesk integration
The Zendesk add-on is an integration inside Pumble that lets you manage support tickets without switching tools.
With it, you can use Pumble to make new tickets and subscribe/unsubscribe a channel to ticket events.
→ Key benefits
Reduce tool switching
Switching between apps is a pain, lowering your focus and productivity. With this integration, you can get all the help desk functionalities you need without ever having to leave Pumble.
Collaborate on tickets
Instead of using 2 siloed tools and copying data from one to the other manually when you need help, you can integrate them and collaboratewith others in Pumble to fix issues fast. Discuss tickets in relevant threads and loop in teammates to instantly clue them in.
Resolve issues faster
Get trigger-based, real-time notifications in Pumble channels, alerting you of ticket creation, updates, and support events. You can subscribe multiple Pumble channels to the same Zendesk organization to keep all relevant teams notified about any relevant tickets.
Create tickets with ease
Create Zendesk tickets directly from Pumble, and use message actions and slash commands to add commentary. The ticket creation and comments sync to Zendesk, so the data will always be accurate across both tools.
How to set up the Zendesk add-on in Pumble
To connect your Zendesk account to your Pumble account, you first need to create both accounts if you don’t have them already.
Note that for the add-on to work, you must use the same email address for both your Zendesk and Pumble account.
Also, only Pumble workspace owners and admins can install an add-on to the workspace.
As for the actual installation process, it’s very simple:
- Click on Zendesk in Pumble’s Apps section to install it OR click on Install on the Zendesk add-on’s CAKE.com Marketplace page.
- Give the Zendesk app the permission it needs to access your Pumble workspace.
- Type in your Zendesk subdomain to connect the 2 apps.
- Map Zendesk organizations to the right Pumble teams.
Once you do this, your agents will start getting notifications for tickets in Pumble, where they can immediately assign and discuss them.