Bug Tracking Meets Help Desk: Zendesk and Atlassian Tie the Knot (technically speaking)
Bug tracking is usually reserved for the engineers in the back room who hold all of the technology secrets. The customer service folks get to walk people through the solutions once the engineers figure them out. Until now, marrying the two was not a very harmonious proposition. Today, Zendesk is announcing integration with Atlassian, which builds Web-based collaboration tools for developers and has more than 15,000 customers worldwide. JIRA is one of their most popular tools, and it’s one of our favorite applications for bug tracking.
Now JIRA developers can integrate with Zendesk to offer a customer support interface that, as we like to say, is beautifully simple. Now any support organization can integrate their Zendesk with their engineering department's bug tracking application. This means that Zendesk tickets and JIRA issues become part of the same system, enabling engineers to report back to the help desk on progress resolving product issues. In turn, help desk support people can keep customers abreast of progress. And informed customers mean happier customers!
The integration requires installation of the Zendesk Updater plugin, which is available via Atlassian's Plugin Exchange. Please refer to our support forums for further documentation on the integration. Also observe that we have open soured the JIRA plugin, and you can access the source code from Zendesk's Github repository.
Nice. This really helps in developing a culture of innovation and problem solving.
Posted by: IT Help Desk Support | Aug 26, 2009 at 09:41