zendesk-logo

Mobile alerting with tracking & escalation for Zendesk

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.

 Integration Capabilities

  • Teams are alerted via mobile push, SMS text and voice call
  • Staff can acknowledge and take ownership for critical events that occur
  • Alerts are escalated in case of no response
  • Communicate within an alert to address a particular problem
  • The app from the Marketplace establishes the connection from Zendesk to SIGNL4
  • On-call scheduling to alert the right people at the right time
  • Acknowledgements and annotations in the app are reflected in Zendesk

 Scenarios

  • Case management
  • Issue escalation
  • User change information
  • And much more
FS_neu_2

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

Event categorization, routing and automated delivery

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

HOW TO INTEGRATE

The SIGNL4 App is available in the Zendesk Marketplace and you can install it directly from there. Alternatively you can download and install the SIGNL4 app from GitHub.

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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}}”
}

 

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.

alertoptimization

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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