We feel that good incident management isn't just about your engineering team - it applies to your entire organisation.
That's why we've built a Zendesk integration to help keep your engineers, your support agents, and your customers in sync.
Our integration shows your support agents recent incidents right inside Zendesk. From there, tickets can be attached to incidents, helping you to keep track of affected customers. Anytime an incident changes, we'll post updates as internal notes to your tickets so your support agents can keep on top of their responses.
We'll be rolling this out over the next couple of weeks - if you're keen to try it out before then, please get in touch.
We launched attachments earlier this year to help keep track of all the different links sent in incident channels.
Now, we're adding support for Zendesk Tickets. Simply paste a Zendesk link into an incident channel, and we'll do the rest.
Just like other attachments, you can view attachments on an incident using
/inc attachments or in the web UI.
Once a Zendesk Ticket is attached, we'll keep it in sync with an incident. Any updates on the incident - such as a change in severity, or a status update from your incident lead - are added as internal notes on the ticket. Similarly, any comments on the ticket are relayed into the incident channel.
We feel that incident management requires coordination across your whole organisation, and customer support teams are a core part of that. That's why we're bringing a view of incidents into Zendesk with our new Zendesk Support App.
Our Zendesk App gives your support agents a view of recent incidents from within Zendesk. They can view the details of incidents, search for a specific incident, and - most importantly - attach a ticket to an incident.
Once a ticket has been attached to an incident, it'll be visible to all support agents when they open that ticket. Additionally, we'll relay changes from ticket into the incident channel, and also any updates on the incident into the ticket.
Whenever you attach a ticket to an incident, we'll tag the ticket with the incident number. If you remove this tag, we'll automatically detach the ticket from incident.
Through Zendesk's Bulk Update
feature, in just a few clicks you can attach a large set of tickets to an incident. Simply add the tag
where 99 is the incident number, and we'll automatically attach all the tickets to the incident. Any updates to the
incident will be relayed to all the tickets.