Integrations
Service desk and ticketing
How the agent opens and updates tickets in your service desk, with the full conversation attached, and answers customers from the ticket's status.
On this page
When a conversation creates work for another team, that work should arrive complete. The agent opens a ticket in the service desk your teams already use, with the customer's details, what they asked, what has been established and the full conversation attached. Nobody re-keys anything, no detail is lost between the conversation and the team, and when the customer comes back to ask how things are going, the agent answers from the ticket itself.
What connecting your service desk lets the agent do
| Ability | What it means for you | Example |
|---|---|---|
| Open a ticket | A ticket is created in the right queue, with the full context attached | A guest's billing query raised with the finance team, with the invoice reference |
| Look up status | The agent reads the ticket's status and answers the customer from it | "Your request is with the maintenance team, and a technician is booked for Tuesday" |
| Add to a ticket | When the customer sends more information, it is added to the existing ticket rather than opening a new one | A tenant sends a photograph of the leak two days later |
| Keep the customer informed | Where you choose, the customer is told when the ticket moves stage, within your contact rules | A message when your team approves the refund request |
Integrations in this category
| Integration | What the connection covers |
|---|---|
| Zendesk | Creating, reading and updating tickets in the groups you choose |
| Jira | Creating, reading and updating issues in the projects you choose, including service desk projects |
How the connection works
The agent creates tickets only where your process says a ticket belongs: in the queue, group or project you name for each kind of request, with the fields your team uses to sort and assign work. Assignment, priority rules and service targets stay in your service desk, as they are today.
The ticket reference is written to the customer record, so the issue is tracked as one thread across channels. When the customer asks about progress, the agent reads the ticket's status and the comments your team has marked as shareable, and answers from them. It does not close or reassign tickets unless you grant that. See Issues and threading.
A ticket is not the same as a handover. When a customer needs a person during the conversation, the agent hands the conversation over with a brief. A ticket is for work that happens afterwards. See Handover to your team.
The technical detail
The connection uses each service desk's standard API (application programming interface: the documented way other software exchanges data with it), with a dedicated integration account your administrators create and control. Credentials are stored encrypted in your deployment with AES-256, calls travel over TLS (Transport Layer Security), version 1.2 or higher, and the connection runs from your deployment in your chosen region. Ticket creation is idempotent (a retried request never creates a duplicate ticket).
Permissions typical for this category
| Permission | Needed for | Default |
|---|---|---|
| Create tickets in named queues or projects | Raising work for your teams | Only the queues you choose |
| Read tickets linked to the customer | Answering status questions | Granted, limited to that customer's tickets |
| Add comments | Adding information the customer sends later | Granted |
| Change status, assignee or priority | Not needed | Not granted |
| Close or delete tickets | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Qamar Stays, a hotel group, connects its guest billing service desk.
- The finance team names one group for billing queries, and the IT team grants the agent permission to create tickets there and read their status.
- After checking out, Samir messages on WhatsApp that he was charged twice for his minibar. The agent confirms his reservation, opens a ticket in the billing group with his folio reference and the conversation, and tells him when to expect an answer.
- The finance team reviews the folio and records a refund on the ticket.
- Samir asks two days later where things stand. The agent reads the ticket and tells him the refund has been issued, with the date and reference the finance team recorded.
What your team controls
- Which queues or projects the agent can create tickets in, for which requests.
- Which ticket updates the customer is told about.
- Assignment, priority and service targets, which stay in your service desk.
Related
- How integrations workIntegrations
- PermissionsIntegrations
- Handover to your teamAgents
- Issues and threadingCustomer record
- Commitments and promise trackingCustomer record
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