How to integrate our Zendesk instance with a partner's ConnectWise for ticket escalations | Community
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How to integrate our Zendesk instance with a partner's ConnectWise for ticket escalations

  • July 2, 2020
  • 4 replies
  • 0 views
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I'm looking for suggestions if anyone has done this before. Here is the scenario:

  1. My company uses Zendesk to drive our CX teams.
  2. We have a few external partners that use ConnectWise to manage their MSP business.
  3. Sometimes we need to escalate issues between from our team to the MSPs and vise-versa.  
  4. We need a simple solution for our people to share tickets back and forth between our Zendesk instance and the partners’ ConnectWise instances. It should be a limited integration, only syncing specific tickets (based on workflow, macro, other field?). The integration would share ticket details and potentially more, like status, assignee, CC’s, any other special fields, etc.

Has anyone setup something like this before? Do you use third-party partner add-ons or how do you do it?

 

    4 replies

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    • Simon24
    • July 20, 2020

    Hey @William Jamhoury

    I do not know of the ConnectWise product, but a quick google search gave me this result that could maybe be a help to you. Check it out here!

    A native Zendesk workaround could be something along the lines of using side conversations to create a ticket in ConnectWise via. a macro. In the side conversation macro you can then use a placeholder to include whatever custom field data you want. Be aware that the Side conversations is a ZD add on via. the Collaboration Add on.

    A second way could be to create a target, sending the information you want to ConnectWise, activating the target via. a trigger.

    Hope this guides you in a helpful direction!

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

    B
    • Ben98
    • January 20, 2021

    @William Jamhoury did you get anywhere with this? We're also looking for the same solution!

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    • William31
    • Author
    • January 20, 2021

    @Ben Greiner - I used email notifications with routing triggers to integrate ticket updates but the solution is fragile and prone to human error. 

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    • Ben98
    • January 21, 2021

    Thanks, @William Jamhoury I really appreciate the response.

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