Full 2 way integration for ZenDesk

We use ZenDesk as our Support Desk for our product, allowing our Support team to raise bugs or issues to investigate with our Dev team to look at. These range from low priority issues to high priority issues.

We would like to use Aha Develop to run our Dev team ticketing/planning/roadmap. However, we really need a way of allowing the Support team to raise issues in our ticketing tool of choice, and more importantly, be able to receive updates and notifications about questions on the ticket or status updates so the customer can be notified that an issue is being worked on, solved, a workaround found, closed, etc.

The existing OOTB integration that Aha offers via its importer is useful to a certain extent, and indeed may actually satisfy the requirements of the Dev team for their ends, but means our Support team would have no way of tracking the tickets once they had left ZenDesk. Therefore, what we really need is 2 way integration, in a similar way to what is offered from JIRA.

I have had a conversation with our head of customer service and they have given me the following desired/required requirements from such an integration:

• Integration scoped to specific workspace(s) during an initial setup phase (would like)

  • As part of initial setup a mapping between fields would be ideal, similar to the Jira synchronisation (must have)

• Create ticket from ZenDesk (must have)

  • Shows default fields

  • Allows user to add in additional available fields

• Specific action button for commenting in Aha from ZenDesk (would like)

• Ability to link to existing ticket from ZenDesk (must have)

• Synchronise (at least) status from Aha to ZenDesk configurable custom field (must have)