Mobile Ticket Alerting for Zendesk

Respond faster and from anywhere to critical incidents

5stars

Mobile Alerts

Adds real-time service ticket notifications by push, text and voice calls incl. escalations and status updates

On-Call Management

Adds on-call and shift scheduling for automating routing of ticket notifications to the right people at the right time

Mobile App

Offers user-friendly mobile app for Android and iPhone enhancing your Service Ticket Delivery

2-way Integration

Adds full 2-way integration generating automated workflows with just a few clicks

zendesk_350x200
signl4-zendesk

 Why SIGNL4

When critical issues arise, SIGNL4 is the fastest way to alert your staff, engineers, IT admins on call and “in the field”. SIGNL4 provides reliable notifications via mobile app push, SMS text and voice calls with tracking, escalations, and duty scheduling.

Zendesk is a ticketing system that provides detailed information on critical incidents.  SIGNL4 easily enables Zendesk to notify mobile teams in the field or on call in real-time as tickets are opened. This speeds up their response significantly and frees resources in the operations. You can even close or annotate existing tickets direckly from within your SIGNL4 app.

Pairing Zendesk Ticketing with SIGNL4 can enhance your daily operations with an extension to your team wherever it is. The integration does not only allow you to know when a critical issue has occurred but also when it was resolved no matter where you are.

 

 How it Works

SIGNL4 is natively available as an app in the Zendesk Marketplace. Using the SIGNL4 app, you can easily alert your team through an automated workflow via push, SMS text and voice calls and including escalation, duty scheduling and collaboration.

 

Benefits and Value-Add

  • Enables an instant response to critical service tickets anywhere, anytime
  • Reliable and persistent alerting via mobile push, text and voice calls
  • Targeted mobile notifications with response tracking and automated escalations
  • On-call scheduling and on-call management
  • Automates communication workflows linking tickets to responsible people
  • Real-time cross-team transparency on ticket status and ownership on mobile devices
  • Mobile app for Android and iPhone to conveniently manage tickets from anywhere

 

Use Cases

  • Mobile Ticket Management
  • 24/7 IT Incident Management
  • On-Call Alerting and Operations
  • Fields Services
  • Work order dispatching

 

Integration Type

  • Full built-in 2-way connector for Zendesk
  • Agentless, no-code integration
SIGNL4_Functional

Tickets Zendesk are retrieved via the SIGNL4 connector app incl. back channel for updating tickets

Event categorization, routing and automated delivery based on availability, duty schedules, etc.

Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty

Integration with Zendesk

zendesk-ticket

SIGNL4 app for Zendesk

You can install the SIGNL4 app from the Zendesk Marketplace. During the installation you need to enter your SIGNL4 team secret and then you are ready to go.

Now your SIGNL4 team receives alerts whenever a new ticket is created. You can also send alerts to your team manually.

Two-way integration

For two-way communication there is a Zendesk connector app available in SIGNL4 under Apps -> Zendesk. This connector app adds two-way functionality to SIGNL4 alerting in Zendesk. It allows you to acknowledge, close or annotate Zendesk tickets directly from within your SIGNL4 app.

In order to use the Connector you need to make sure you have SIGNL4 alerting activated in Zendesk. The configuration of the Zendesk connector app is straightforward. You just need the Zendesk username, password and the URL to your Zendesk instance. The user account needs to have the according access rights for the Zendesk API. Please, enable password access in the API settings (Admin -> API -> Settings -> Password access).

zendesk-trigger

Attention: Tickets that are automatically created in Zendesk (e.g. via email or API) will not trigger the alert using the app. In this case you can use a webhook as described here. The URL is the webhook URL including team secret of your SIGNL4 team.

You can then create a trigger to send the notification.

The JSON body might look like follows:

{
“Subject”: “{{ticket.title}}”,
“Body”: “{{ticket.description}}”,
“URL”: “{{ticket.url}}”,
“X-S4-ExternalID”: “Zendesk: {{ticket.id}}”
}

 

Tips & Tricks

alertoptimization

ALERT OPTIMIZATION
SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.

Change alert color and override title + text 

Override text, colors and titles are triggered by keywords set within the mobile app.

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