Since releasing our Help Desk Ticket Sync Formula into the wild, we have heard of many interesting use cases. MSPs, IaaS companies and other providers are seeking a pre-packaged, API-based template to synchronize IT help desk tickets across services such as Zendesk, Salesforce Service Cloud, ConnectWise, ServiceNow, JIRA, Autotask, Freshdesk and more. So in response, we built the Ticket Sync Formula for companies to use as a starting place for a variety of use cases.
Here are three popular use cases for keeping IT help desk tickets in sync:
1) Two-way sync between services (Help Desk to Help Desk)
A number of customers want to simply keep two help desk services in sync. This can be for a variety of reasons:
- Your company acquires another company and they use a different IT help desk system. You now want to track and respond to tickets across both services.
- Different departments within your company utilize different services and you want to share tickets.
- Your own team is using two help desk systems. Maybe you use one to manage a business process (like Customer Support Tickets) while the other ticketing system is used internally (like IT Request Tickets).
These use cases often sync Zendesk to Connectwise, or Freshdesk to ServiceNow, requiring objects to be mapped across the two services. Tickets, in this case, are objects. And the reality of connecting apps, a ticket in one service may be called an incident in another.
Another example of varying object names may be the ‘Priority’ field. Let’s say I want my tickets in Desk.com to sync with my tickets in Zendesk. In Desk.com, the field ‘Priority’ of a ticket is a rating 1 through 10. But in Zendesk, the ‘Priority’ field options are Low, Normal, High or Urgent. Integrating the two services would allow custom data mapping to solve this problem.
2) Connect Across Categories (Help Desk to CRM or Marketing Automation)
We have seen a number of use cases for syncing a help desk system with a CRM service or a marketing automation service.
In the case of CRM integration, an account manager might want all help desk tickets related to their accounts to automatically populate in their Salesforce account so they can stay updated on all issues and statuses. Using a workflow like our Help Desk Ticket Sync Formula, you can automate this process to ensure that as a ticket is logged it is pushed to the CRM service in real-time.
Another cool use case is to connect your help desk system to your marketing automation system, such as HubSpot or Marketo. This allows your marketing team to send emails to groups of people logging tickets in your help desk system. Or group contacts by help desk ticket topic and email a response to all users at once. Wouldn’t you love to send an email to update all the users who asked about a specific product, feature or bug?
3) Sync Tickets With Many Help Desk Systems
In this use case, your partners/customers use different help desk services than you and you want to sync and manage tickets in multiple help desk systems.
A managed service provider (MSP) is “a company that remotely manages a customer's IT infrastructure and/or end-user systems, typically on a proactive basis and under a subscription model”. An MSP often needs to handle help desk tickets for many clients who use a variety of help desk services. They would need to connect the help desk system they use internally to many other help desk services. This is the perfect example of a One-to-Many use case using our API Hubs. Our Help Desk Hub allows you to write to one API and connect to all of the leading help desk services. The APIs have been normalized so you can use the same objects and authentication structure across all of the services.
Think one of these use cases could benefit your business? Take a look at our Help Desk Ticket Sync Template, a pre-built template that enables you to easily sync tickets between the help desk systems your employees, customers and partners are using.
You can also create your own workflow templates to execute additional workflows. Contact us to find out more.