Zendesk Integration

Feedback and feature requests come in from all channels, especially Zendesk. Send user feedback from Zendesk tickets directly to Roadmap to track feedback. 

With the Roadmap and Zendesk integration, ideas, feedback, and follow-ups don’t fall through the cracks and you don’t have to worry about endlessly tagging tickets in Zendesk.

How to Add Feedback to Roadmap from Zendesk Tickets

When you’re having a conversation with someone in Zendesk and they share feedback such as “Hey, we’re wishing you had a Zapier integration” or “I’d love if we were able to export our reports” – the Roadmap and Zendesk integration lets teams capture, share, and track feedback with the product team. 

Feedback from Zendesk

Once you’ve enabled the integration, your team can create new Feedback from a Zendesk ticket by adding an internal note to the ticket using the Roadmap command: /roadmap

Format:

/roadmap [summary of feedback]

press Submit

Example:

/roadmap the ability to integrate with Zapier to automate apps and data across their organization

press Submit.

Feedback from Zendesk

Once you submit the note, Roadmap creates new feedback for your product team to review. The user from Zendesk and the teammate sharing the feedback are automatically added as followers and can be notified when there is progress with their feedback.

Zendesk link to original ticket

You’ll also have a convenient link back to the original Zendesk ticket from Roadmap, even as this feedback is added to ideas or stories on your roadmap. This can be helpful if you ever need to dive in and understand more from the original conversation.

How to Enable to Roadmap and Zendesk Integration

Step 1: Enable the integration from your Roadmap accounts. Click on Settings –> Integrations –> Connect button for Zendesk.

Connect to Zendesk

Step 2: Copy the displayed webhook URL from this page.

Step 3: Sign in to Zendesk and go to the Admin -> Settings -> Extensions.

Zendesk webhook

Step 4: Click the add target button and select HTTP Target.

Zendesk add HTTP target

Step 5: Set the following fields with the matching values:

Zendesk webhook fields

  • Title: We named it Roadmap feedback, but any name will do.
  • URL: This is the webhook URL you copied in #2.
  • Method: Select POST.

Select “Create Trigger” and click the Submit button.

Step 6: Now create a Trigger for the add comment event so Roadmap can add feedback, make the ticket requester a follower and add a link back to the Zendesk ticket.

  1. Go to Admin –> Business Rules –> Triggers
  2. Click the add trigger button.

Zendesk create trigger add comment

Set the following fields with the matching values:

Title: Roadmap notifications (you may name this anything you want)

In the condition block, select the following:

Ticket comment text | Contains at least one of the following words: /roadmap

In the action block, select the following:

Notification: Notify target and in the second dropdown select Roadmap notifications (or whichever title you entered earlier) and copy the text below.

{
  "url": "{{ticket.url}}",
  "comment": "{{ticket.latest_comment_formatted}}",
  "first": "{{ticket.requester.first_name}}",
  "last": "{{ticket.requester.last_name}}",
  "email": "{{ticket.requester.email}}",
  "useremail": "{{current_user.email}}"
}

Click the Submit button.

From here you and your team can start using notes in your Zendesk tickets to create new feedback in Roadmap. 

📌 Note : if you share the Zendesk integration with your team members in Roadmap, they can improve their notification experience by having each team member add the email address they use in Zendesk to their Roadmap profile in Account –> My Profile.

Feedback ❤️

Love to use Roadmap & Zendesk together? Have some ideas to make this integration even better? We’d love to hear from you!