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Status Future consideration
Categories Integrations
Created by Danny Archer
Created on Jun 26, 2015

Zendesk: Add idea URL to ticket when idea is linked or created

I feel like there is a gap in the Zendesk integration.

Aha! allows the support agent to link to an idea/create an idea, but there is no simple way to direct the actual customer to the idea so they can vote on it, comment on it, etc.

As a support rep, when a feature request gets submitted I want to accomplish two goals:

1) I want to send the request to my ideas portal as a new idea or link it to an existing idea. 

2) I also want the user that sent the idea to me to vote on that idea so they automatically get notified of any updates and/or they can go add their own comments.

The integration handles #1, it does not handle #2.

To accomplish #2 I have to log into the ideas portal, find the idea, open it up, copy the URL then copy it into the ticket to ask the customer to vote on it.

Zendesk handles this gracefully with one of their own widgets. They have a widget that allows search of support documents, similar to how Aha! can search ideas. When you find a support doc you want you can click an action to :add to comment". This puts a link in your comment in the format of "Document title -".

The link Aha! provide today in Zendesk is a link to the internal idea (The url of the idea in Aha! not the ideas portal) - not useful since the customer cannot log into the users Aha! account, the support rep also probably cannot log into the Aha! account either.

Zendesk agents need some easy way to grab the ideas portal idea url and add it to the ticket.

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  • Guest
    Oct 1, 2015

    It would be good at the time of linking or creating an idea via Zendesk, that the agent was able to specify if the idea is public/private.

  • Guest
    Sep 24, 2015

    It would be nice to be able to review an idea and “send” it to others on the spot. Similar to Pinterest…I see something I know someone else will like so I hit Send.