Using the Zendesk Connector

Transcription

1 Using the Zendesk Connector

2 Contents 2 Contents Using the Zendesk Connector... 3 Unanswered Question Escalation... 3 When does the connector create a ticket?... 3 How do I answer an escalated question?...4 My Tickets Tile... 6 Adding and Configuring My Tickets Tiles... 6 How does a community member create a Ticket?... 7 What will a community member see?... 8 How do I respond to a My Tickets tile Ticket?... 9

3 Using the Zendesk Connector 3 Using the Zendesk Connector Unanswered Question Escalation The Zendesk Connector monitors configured Jive places (spaces, groups, or projects) for new Jive questions and automatically creates a Zendesk ticket for unanswered questions after the specified time. An unanswered question is a Jive question that does not have a Correct Answer. If you add a My Tickets tile to a space, group, or project, community members can view the progress of escalated questions directly from the tile. When does the connector create a ticket? The Connector creates a Zendesk ticket when a question within a monitored Jive place has exceeded the escalation time span without a Correct Answer.

4 Using the Zendesk Connector 4 The Connector will create a ticket according to the following timeline: The Connector monitors the Jive places your community manager configured, looking for Jive questions. When a new Jive question is created in one of the monitored places, the Connector starts watching the question to see if it is answered by the community. After the specified number of hours, if the question does not have a reply marked as the Correct Answer, the Connector creates a Zendesk ticket for the unanswered question in the configured Zendesk group. The Connector will not create a ticket in the following situations: If a community member asks a question in another type of Jive content (i.e., a discussion, a blog post, a document, etc.). If the question is deleted before the escalation time for that place expires. If the question is located in a place that is not being monitored by the connector. If the question is moved into a place that is not being monitored. If a reply is marked as Correct Answer before the escalation time for that place expires. A few other clarifications: If a question is moved into a place with a different escalation time span, the question will follow the time specified by the new place. If the time has already elapsed, the Connector creates a ticket immediately. If a question is moved from an unmonitored place into a monitored place, the question will follow the time specified by the new place. If the time has already elapsed, the Connector creates a ticket immediately. How do I answer an escalated question? The Connector syncs a Zendesk ticket with an escalated Jive question so you can answer it from Zendesk.

5 Using the Zendesk Connector 5 How do I answer an escalated question from Zendesk? You can answer a Jive question by responding from Zendesk, and your answer in Zendesk is automatically pulled into the question in your community. In addition, any updates to the question in the community will automatically be pulled into the Zendesk ticket. When are tickets automatically closed and reopened? If your community manager enabled case closure and case reopen, when an escalated question receives a Correct Answer in the community (from you or another community member), the Connector will automatically close tickets in Zendesk with the status you configured. Likewise, when you apply that configured status to a ticket in Zendesk, the last comment on the corresponding escalated Jive question will be marked as the Correct Answer automatically. If the Correct Answer is unmarked in the corresponding Jive question, the connector will automatically reopen the ticket with the status you configured. How might this work in my community? Here's an example to help you understand the interactions between Zendesk, the Connector, and Jive questions. Configurations: Your community manager enabled case closure and configured tickets to close in Zendesk with a Resolved status. Your community manager enabled case reopen and configured tickets to reopen in Zendesk with an Active status. Your community manager configured the Jive group called Example to be monitored for questions that haven't been answered within 24 hours. Scenario: A community member creates a Jive question in the Example group. Twenty-four hours passes, and the question has not received a Correct Answer. A ticket is automatically created in Zendesk. Results: If you answer the question in Zendesk, your answer will be added to the Jive question as a comment. Then, you close the ticket as Resolved in Zendesk, and the connector will automatically mark your comment as the Correct Answer. Tip: Use this workflow so that you don't have to leave Zendesk to answer questions in the community. If a comment on the question in Jive is marked as Correct Answer, the connector automatically closes the Zendesk ticket with the status of Resolved.

6 Using the Zendesk Connector 6 Tip: Use this workflow if you want to answer the question in the community. This workflow also works if another community member answered the question after it was escalated but before you answered it. If the comment on the question is unmarked as Correct Answer, the connector automatically reopens the ticket with a status of Active. My Tickets Tile Community members can create private Zendesk tickets and track private and community tickets directly in Jive spaces, groups, and projects from this tile. Once a My Tickets tile is added to a Jive group, space, or project, community members can create private Zendesk tickets in it. The Connector syncs Zendesk with the My Tickets tile, so community members can track the Zendesk activity on their private tickets by visiting this tile. They can also track the progress of escalated community tickets, if Unanswered Question Escalation is configured in the community. Adding and Configuring My Tickets Tiles After installing and configuring the Zendesk Connector, you can add and configure My Tickets tiles, if you want community members to be able to submit and track Zendesk tickets directly from Jive places. You must have place owner permissions to add a My Tickets tile to a place. Your place needs an activity page to add the tile. To add a My Tickets tile and configure it for ticket creation and tracking: 1. Add a tile. 2. From External add-ons, select the My Tickets tile. Tile Configuration will appear. 3. Enter a title. 4. If you want members to be able to create private tickets from this tile, select Enable 'Create Ticket' feature. Note: If left unselected, community members will be able to track escalated community questions only. They will not be able to create private tickets and track their progress through the tile. 5. Specify which tickets you want to display when a community member filters for Open tickets by selecting an option from the drop-down.

7 Using the Zendesk Connector 7 Note: This configures what a community member will see when selecting Filter > Open. 6. Click Submit. 7. Click Save to save your Activity page. How does a community member create a Ticket? Community members can create tickets from the My Tickets tile if they have a private question that they want to ask, instead of creating a Jive question in the community. 1. Community members can click Create New in the My Tickets tile to create a private Zendesk ticket.

8 Using the Zendesk Connector 8 2. Community members enter a title and description for their ticket and click Create. The Connector automatically creates a private Zendesk ticket. The community member will be able to track the activity on that private ticket from the My Tickets tile. You will be able to respond to the ticket from Zendesk, and the connector will update the My Tickets tile. What will a community member see? Community members can see the progress of their private tickets and escalated community questions from the My Tickets tile. Community members can see both private and community tickets: The tile displays only the private tickets that were created by the current community member. If your community manager enabled Unanswered Question Escalation, the tile will also display all tickets automatically created by escalated questions from the community. These tickets include a View in Community link, and you can click it to be directed to the published question in the community.

9 Using the Zendesk Connector 9 How do I respond to a My Tickets tile Ticket? The Connector syncs Zendesk with the My Tickets tile so you can respond to tickets without leaving Zendesk. When you update your Zendesk ticket, the Connector automatically pulls your updates into the My Tickets tile. Likewise, any updates to the ticket in the community will automatically be pulled into the Zendesk ticket.