Skip to Main Content
Status Will not implement
Categories Integrations
Created by Mia Rucevic
Created on May 20, 2015

Zendesk // Link to feature or requirement

Currently we only have ability to link the ticket to idea or to create idea in Aha!.
But if the ticket already exists, we can not link it to existing feature or requirement.
Or if we want to create directly feature or requirement, it is not possible.

Would be great to have this option not only with Ideas but with Features and Requirements:
- Create new one
- Link to existing one

  • Attach files
  • Jimmy Rufo
    Dec 2, 2020

    This is kind of silly that it wouldn't be implemented. If someone raised a support ticket in Zendesk that is directly tied to a feature or release, I have no way to create a direct link between the two, or keep track when the feature/release goes out via my Zendesk ticket. You've basically boxed the integration to one use case, which is the wrong way to go.

  • Cecelia Martinez
    Oct 14, 2019

    Basically we use ZenDesk to track ALL support tickets, and when we find one that is a bug that requires a developer, I link the ticket in ZD to an idea in Aha using the app integration. I then immediately go to Aha to promote the ticket to a feature and assign it to a developer to investigate and resolve. It would be great to not have to take that extra step and handle it all via the integration. 

  • Danny Archer
    May 28, 2015

    No problem!

  • Mia Rucevic
    May 27, 2015

    Thanks Danny for the explanation! Makes sense. 

    We'll use it then like that. 

  • Danny Archer
    May 26, 2015

    Hi Mia,

    This is intentional. We use the Zendesk -> Ideas integration ourselves. If an idea someone is asking for is already an feature in your backlog or planned for an upcoming release, you would still want to create the idea and then link the idea to the existing feature. 

    Ideas have the ability to collect votes/be visible in your portal where features do not. If you were to link directly to a feature/requirement then you would lose the ability to use the notification system built into ideas. You would also lose the ability to have future ideas searched against the idea and prevent duplicates/requests for ideas that already exist.