Whether you are part of the Customer Support team in a big company or of an outsourced development team for Software/Independent Software Vendors, you are most probably using Zendesk and Pivotal Tracker.
Zendesk is one of the most popular customer support portal solutions on the market due to its elegant and user friendly design, hosted support email-ticket integration, online forums, RSS and widgets.
Pivotal Tracker is a 5-star rated tool on the Google Apps Marketplace, without a doubt one of the very favorite apps of the software development teams. It makes Project Management of any dimension seem easy as a pie.
Automate the creation of Pivotal Tracker stories from customer tickets
Dan is the Product Manager of a cloud start-up and has a team of 5 people and 10.000 active users of the application they provide. He also collaborates with a freelance UX consultant. As they acquire an average of 60 new users per day and the team is quite small coordinating properly the customer support is extremely important.
The team adopted both Zendesk and Pivotal Tracker. The process adopted before the use of CloudWork involved that Melissa, the member of the team in charge of Customer Support, keep track on the tickets submitted by the users and manually create stories on Pivotal Tracker for the ones that required testing and bug fixing. Now Melissa can focus on giving faster responses to user requests and follow-up the automatically created Pivotal Tracker stories. The integration has saved her an average of 3 hours per week.
How to set up the integration?
1. Select integrate Zendesk with Pivotal Tracker from the list of integration options
2. Click on the “Get Started” button
3. If you have not previously authorized the apps you will be asked to do so. If you have authorized them, skip to step 4.
4. Configure the integration:
You can filter the Zendesk ticket by tag, ticket type/priority/status, assignee name, group name or “ticket created via”. Let´s say you would like to send to Pivotal Tracker tickets that report bugs and are new and urgent. This is how the filters would look like:
5. Click on “Create Integration” and test it by creating a new ticket applying the filters you just configured
Make sure you create the appropriate labels on Zendesk and select them as corresponding filters. If you leave everything blank all new tickets will be transferred to a given project on Pivotal Tracker.
Remember that you can create the integration multiple times applying different Zendesk filters and sending to different Pivotal Tracker projects. For example you can send all new tickets tagged as bug to Project A or all open tickets assigned to a given person to Project B.