Zendesk

Connect Zendesk so agents can turn tickets into Deckbell issues and see when they're fixed, and your product team can see which customers an issue affects. Open Integrations → Zendesk → Configure to set it up. You need permission to manage integrations in Deckbell, and a Zendesk admin account.

Connecting Zendesk

Enter your Zendesk subdomain (acme for acme.zendesk.com), then either:

• API token: in Zendesk Admin Center, open Apps and integrations → APIs → Zendesk API, turn on token access and add a token. Enter an admin's email and the token.
• OAuth client: in Apps and integrations → APIs → OAuth clients, add a client with the Redirect URL Deckbell shows, then enter its identifier and secret and choose Continue to Zendesk.

Deckbell then adds two things to your Zendesk: a webhook named Deckbell and a trigger named Deckbell: send ticket updates. The trigger tells Deckbell when a ticket's status changes or someone writes a note mentioning Deckbell. Don't edit or delete them; disconnecting removes them. Zendesk signs every webhook with a secret only Deckbell knows, and Deckbell ignores anything that isn't signed.

Linking tickets from Zendesk

On a ticket, add an internal note with a #deckbell command:

• #deckbell HRB-142 links the ticket to issue HRB-142.
• #deckbell HRB Export times out creates an issue in the project with the key HRB.
• #deckbell Export times out (no project key) creates the issue in the Default project from the settings.

Deckbell answers with an internal note linking to the issue. Commands in public replies are ignored.

Opening Deckbell from a ticket

The settings show a Link-out URL. Add it to a Zendesk macro (for example as an internal note) to get a link on every ticket:

https://app.deckbell.com/support/link?source=zendesk&ticket={{ticket.id}}

The link opens a Deckbell page showing the ticket, the issues it's already linked to, and buttons to create an issue from it or link it to one you have.

Linking tickets from Deckbell

On any issue, choose Link customer ticket in the right sidebar and paste the ticket's link (or its number).

Customer tickets on issues

Linked tickets are listed under Customer tickets in the issue's right sidebar, with the requester, their organization and the ticket's status (new, open, pending, on-hold, solved or closed), which updates as it changes in Zendesk. Board cards show how many tickets are linked, and the Has customer tickets filter shows only those issues. See Projects.

Notes back in Zendesk

• Note status changes: an internal note on every linked ticket when the issue moves to another status.
• Tell linked tickets when the issue is done: an internal note when the issue reaches a done status, so the agent can tell the customer.

Notes are always private; customers never see them.

Disconnecting

Choose Disconnect. Deckbell removes its webhook and trigger from Zendesk. Links already on issues stay, but they stop updating. Connecting, disconnecting and changing settings are recorded in the audit log.