Zendesk Echo
Zendesk is a professional-grade customer support help desk system with a full-featured back end for your customer reps and support agents. Due to the flexibility of the Zendesk API,
we created some additional functionality on our upcoming product coined Exsom Echo. In effect, you can create a Zendesk target to send updates to your support agents via AIM, Yahoo!, Jabber, GTalk, and MSN.
This system is currently in beta, so patience is required as we work through any issues still left out there. Should you find a problem, please send an email to
echoim@apps.exsom.com
Usage:
To link Zendesk to Exsom Echo for IM notifications, you will need to complete the following steps:
1. Create a zenkey for the Echo system. To do this, send an IM to one of the echo bots (listed on the right) with the following
@zenkey new
NOTE: You can create as many zenkeys, with different groups of people. You can add people from AIM, Gtalk, Yahoo, or MSN onto a single key to create notifications that span different IM networks.
2. By default, the person creating the zenkey is automatically added to it. If you'd like other people to be notified within this target,
they need to request it. This process is required to ensure we aren't spamming people with zendesk messages who did not ask for them. To add yourself to an existing zenkey, send
an IM to any Echo bot with the following:
@zenkey [key from above]
For example:
@zenkey 1111111-1111-1111-1111-111111111111
3. Lastly, you need to point Zendesk to this new target. First, sign into your Zendesk and select Account > Targets. On the Targets window, click on "Add Target." From the list of target options, choose "URL Target".
After you select the URL target, your target link will look something like this:
http://echo.exsom.com/api/ws/zen.ashx?zenkey=1111111-1111-1111-1111-111111111111
4. After you have created a Echo taget, you can then add it to your triggers. For example:
#{{ticket.id}} ({{ticket.title}}) by {{ticket.requester}} has been received. http://{{ticket.url}}