Integrations
Work your Zendesk tickets from the conversation.
Freesbe's Zendesk app brings tickets into chat. Alerts post new tickets, status changes, public replies, priority and assignee changes into the channels you pick, with Assign to me and Solve buttons. Ticket links show as cards, and Create Zendesk ticket turns any message into a ticket.
Ticket alerts in the right channel
Pick a channel and what to post: new tickets, status changes, public replies, priority changes and new assignees. Send each Zendesk group to its own channel, like Billing to #billing and Shipping to #shipping. Internal notes are never sent.
- Assign to me and Solve right on the card
- The card updates so the channel knows who took it
- Send a test alert to see how alerts look
Ticket links become cards
Paste a link to a ticket and everyone sees its subject, status, priority, requester and assignee under the message, without opening Zendesk. Links to help center requests work too.
Turn a message into a ticket
Choose Create Zendesk ticket from any message's menu. The subject and description come from the message, you pick the requester, priority and type, and a reply in the thread links to the new ticket.
Questions
- How do we connect Zendesk?
- An owner or admin types your Zendesk address in Workspace settings, Integrations, Support, and signs in with Zendesk. An API token works too, for teams that prefer one.
- Do we need to set up a webhook in Zendesk?
- No. Connecting as a Zendesk admin adds the webhook Freesbe needs, and disconnecting removes it.
- Whose account do Freesbe's posts use?
- Alerts and cards come from the Zendesk app, so nobody's Freesbe account is borrowed. Tickets made from messages are created by the person who connected Zendesk, with the requester you pick.