Zendesk Integration

The integration of Zendesk with Blueprint and Azure DevOps Server (TFS) brings the business and product development teams together to accelerate product development and efficiently resolve customer issues.

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Zendesk – Blueprint and Azure DevOps Server (TFS) Integration Overview

In an Application Lifecycle Management (ALM) ecosystem, the choice of systems and the collaboration between the cross-functional teams play a great role. While the choice of systems impacts the productivity of a team, the cross-functional collaboration brings in collective wisdom to take better decisions, faster. Best-of-breed systems such as Zendesk, Blueprint, and Azure DevOps Server (TFS) bring rich functionalities to the ecosystem. By integrating Zendesk with Blueprint and Azure DevOps Server (TFS), enterprises can keep the business and product development team focused on customer priorities and diminish collaboration barriers that otherwise lead to quality issues, delivery delays, and financial loss.

How Zendesk – Blueprint – Azure DevOps Server (TFS) integration is beneficial for an enterprise

  • Channelize defects or enhancement requests coming from customers in each system
  • Trace the requirement breakdown completely – access the features, product backlogs, tasks associated with the requirement
  • Get complete context of the business requirement and receive real-time updates when there is a change in the plan
  • Coordinate on the delivery timelines seamlessly with concurrent updates on changes

With Zendesk + Blueprint + Azure DevOps Server (TFS) integration, enterprises can:

Zendesk Blueprint Azure DevOps Server (TFS) Integration

How OpsHub Integration Manager integrates Zendesk, Blueprint and Azure DevOps Server (TFS)

OpsHub Integration Manager integrates Zendesk, Blueprint and Azure DevOps Server (TFS) – all three to each other in a bidirectional manner. It ensures that all historical and current data is available to each user, in that user’s preferred system, with full context, in real-time. All ‘requirements’ from Blueprint automatically synchronize to Azure DevOps Server (TFS) & Zendesk and all the entities and details associated with the ‘requirement’ synchronize back to Blueprint.

Entities synchronized between Zendesk, Blueprint and Azure DevOps Server (TFS)

Zendesk Blueprint Azure DevOps Server (TFS) Entities Mapping

Use Case: Zendesk Integration with Blueprint and Azure DevOps Server (TFS)

Problem statement: When the product management, IT service management, and development systems are not integrated, the teams must manually communicate for each request coming from the customer and that can be very time consuming.

Solution: When Blueprint, Zendesk, and Azure DevOps Server (TFS) are integrated, a defect/enhancement request coming from the customer would be successfully channelized in each system.

  1. Customer logs a ticket in Zendesk.
  2. The support team identifies the ticket as an ‘enhancement request’.
  3. The ‘enhancement request’ synchronizes to Blueprint as a ‘feature’.
  4. The product management team, working in Blueprint, defines the delivery deadline of the ‘feature’ and assigns it to the development team.
  5. The development team, using Azure DevOps Server (TFS), works on the ‘feature’. Once the feature is completed and tested, the development team marks the status of the ‘feature’ as ‘closed’.
  6. The status synchronizes to both Zendesk and Blueprint, and the respective entities – ‘feature’ in Blueprint and ‘enhancement request’ in Zendesk are ‘completed’ as well.
Zendesk Integration with Blueprint Azure DevOps Server (TFS)

Benefits of integration for Zendesk, Blueprint and Azure DevOps Server (TFS) users

Zendesk & Azure DevOps Server (TFS) users

  • Access and real-time updates to the business requirements within Azure DevOps Server (TFS) & Zendesk
  • Complete view into the business goals, logics, targets, and defects
  • Automatic synchronization of development work & tickets to Blueprint saves time that would otherwise go in manual synchronization

Blueprint users

  • Traceability for business requirements throughout the development and QA lifecycle
  • Visibility into quality of development work
  • Reduced dependency on manual communication for business decision making

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Zendesk Integration

The integration of Zendesk with GitHub and Digital.ai Agility provides the project management team complete traceability for any ticket (incident, problem, or defect)raised by a customer.

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Zendesk – GitHub – Digital.ai Agility Integration Overview

In an Application Lifecycle Management (ALM) ecosystem, the choice of systems and the collaboration between the cross-functional teams play a great role. While the choice of systems impacts the productivity of a team, the cross-functional collaboration helps the teams get complete context of the business requirements.

Best-of-breed systems such as Zendesk, GitHub, and Digital.ai Agility (Formerly VersionOne) bring rich functionalities to the ecosystem. When GitHub is integrated with Digital.ai Agility and Zendesk, all stakeholders have real-time visibility into the commits made by the development team. It is also easier to enforce authentic commits against each work item, and access the changes/edits made to the commit files from Digital.ai Agility itself.

How Zendesk – GitHub – Digital.ai Agility integration is beneficial for an enterprise

  • Track commit volume, track commit trends and edits/changes to commit files in real-time
  • Enforce authentic commits to make sure each commit is happening against a scheduled and open workitem
  • Eliminate manual effort to close Digital.ai Agility & Zendesk work items by automating the state transition on GitHub commit

With Zendesk + GitHub + Digital.ai Agility integration, enterprises can:

Zendesk GitHub Digital.ai Agility Integration

How OpsHub Integration Manager integrates Zendesk, GitHub and Digital.ai Agility

OpsHub Integration Manager integrates Zendesk with GitHub and Digital.ai Agility (Formerly VersionOne) bidirectionally. It ensures that all historical and current data is available to each user, in that user’s preferred system, with full context, in real-time. All the details related to a commit made against a work item in Digital.ai Agility can be tracked from Digital.ai Agility itself. For example, for each commit that the development team makes in GitHub, GitHub synchronizes a ‘commit entity’ linked to the specific requirement id back to Digital.ai Agility. Each ‘commit entity’ includes information such as ‘who did the commit?’, ‘when was the commit done?’, and ‘which part of the code was committed?’. The support team, using Zendesk, is also up-to-date with the status of a ticket (incident, problem, or defect) raised by a customer.

Entities that can be synchronized between Zendesk, GitHub and Digital.ai Agility

Zendesk GitHub Digital.ai Agility Entities Mapping

Use Case: Zendesk Integration with GitHugb and Digital.ai Agility

Problem statement: Lack of commit traceability means development and support teams must manually update their systems after successful commit against a work item.

Solution: If Digital.ai Agility (Formerly VersionOne), GitHub, and Zendesk are integrated using OpsHub Integration Manager, the build results will be automatically synchronized to all the integrated systems.

  1. A support team member logs an incident in Zendesk.
  2. The development team traces it as a ‘defect’ in Digital.ai Agility.
  3. The development team works on the ‘defect’ in Digital.ai Agility and commits the changes against the ‘defect’ in GitHub.
  4. OpsHub Integration Manager synchronizes the commit information to Digital.ai Agility as a ‘change set’ in the associated defect.
  5. The change also reflects in Zendesk.
Zendesk Integration with GitHub Digital.ai Agility

Benefits of integration for Zendesk, GitHub and Digital.ai Agility users

Zendesk & GitHub users

  • Access and real-time updates to the development status within Zendesk
  • Easy to categorize and transfer customer tickets to Digital.ai Agility
  • No dependency on manual communication to Easy to trace relationship between various work entities

Digital.ai Agility users

  • Traceability for business requirements throughout the ALM tool chain
  • Direct visibility into customer issues and their priorities
  • No dependency on manual communication

Check Zendesk Integration with Other Systems