Get Satisfaction, Zendesk, & JIRA: A Support Mashup

Written by Steven Walling / July 22, 2009 2:00 PM / 8 Comments

Customer service reps, it's your lucky day. It just so happens that three of the top Web-based support applications — ticketing system Zendesk, issue tracker JIRA, and customer service platform Get Satisfaction — are now integrated.

Though much of this functionality was created independently by each of these three vendors, the result is a smooth connection between a public support tool, an individualized helpdesk, and an enterprise issue tracker. Together, the trio makes up a powerful set of tools for responding to customers in either a public or private forum.

Helpdesk, Meet Issue Tracker

The first step in this collaboration was the release of Zendesk's plugin for JIRA, the bug and issue tracker from Atlassian. The plugin allows anyone to draw in tickets in to the tracker, while any updates within JIRA will be automatically mirrored in your Zendesk.

Tying It All Together

The final piece of the puzzle is the Zendesk and Get Satisfaction integration. More than just a plugin, this is direct fusing of the two, whereby you can send and edit Zendesk support tickets without ever leaving your Get Satisfaction.

Comments

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Don't know where to start..... is there a page for this integration??

Posted by: Chris | July 22, 2009 3:21 PM

Hi Chris,

The Zendesk Updater Plugin for JIRA can be found on the Atlassian Plugin Exchange.

Hope this helps.
Ken

Posted by: Ken Olofsen | July 22, 2009 4:35 PM

Zendesk integration with Get Satisfaction will be available as a standard part of our $99/mo account (of course, you'll need to pay for Zendesk separately.) We haven't turned it on as a regular feature quite yet -- soon! -- but in the meantime email me at lane -at- getsatisfaction.com if you have at least a $99/mo account and I'll get it turned on for you now.

Posted by: lane | July 22, 2009 4:41 PM

This is definitely one of the coolest happenings. I have been using all 3 products in the past and within the last week had upgraded to test these out as an integrate suite. Another cool aspect is that Zendesk and Freshbooks also integrate, which has helped my back and front office processes.

These companies are the ones who understand where things are headed from both the dev side and the business side and listen to their customers. Glad to see the integration and wish them all much success.

Posted by: Rob | July 22, 2009 7:27 PM

I hope getsatisfaction also integrate to open source / free systems like trac http://trac.edgewall.org/.

Posted by: Kai | July 23, 2009 1:53 AM

MindTouch supports integration with ZenDesk, Jira, Trac, Mantis, Bugzilla, and SVN allowing you to expose reports and mashup information so that you can access it all from one application. With this integration, the customers have full transparency into the progress of releases, status of their support tickets, and access to bug reporting. MindTouch's open API also lends itself to allow further integration with other Web Apps like Get Satisfaction.

Posted by: Corey Ganser | July 23, 2009 11:53 AM

TeamSupport.com combines support and bug tracking since inception - to solve this very problem with ONE solution.

TeamSupport already integrates with SVN which allows source control commits to be entered right into the ticket.

With an API coming shortly and integration to both Salesforce.com and Highrise (37signals.com), things are about to get very interesting when it comes to connecting the dots.

Posted by: Eric Harrington | August 5, 2009 1:24 PM

Eric should disclose that he is with TeamSupport and that it does NOT come close to the functionality of the support mashup described above for the same price point!

Posted by: Ted Box | September 24, 2009 6:25 AM