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Zendesk Integration - Expanding the Cloud

Our latest integration project has been with Zendesk.

Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.

The product has an elegant, minimalist design implemented in Ruby on Rails and provides seamless integration of the back-end helpdesk to a company’s online customer-facing web presence, including hosted support email-ticket integration, online forums, RSS and widgets. 

The system also leverages Web 2.0 ideas on the back-end, such as tag based categorization throughout instead of the usual pre-defined drop down lists, RSS feeds for every customized view and a complete REST/JSON API for virtually every entity in the system.

MSNBC.com and Twitter.com both have a Zendesk Helpdesk. Zendesk integrates with Salesforce, 37 Signals products and now via WorkflowMax to cloud accounting tools like Xero, Kashflow and Sassu, as well as the traditional accounting packages like MYOB and Quickbooks.

We have created a widget that Zendesk users can utiilise to record time against trouble tickets.

 

Using WorkflowMax the timesheet entries can be invoiced and analysed to determine things like:

  • which clients are costing the most time
  • which employees are most productive
  • what our costs are to maintain support for a particular client
  • work in progress billing
  • job cost reporting 

With our existing integration to online accounting providers Zendesk users now have a complete end to end system available to them on the cloud. Zendesk provides the help desk, WorkflowMax provides the time sheeting, job reporting, invoicing with the seamless transfer of invoice data flowing through to the back end accounting solution. To read more ...