What is it?
Integrating Rattle with your Zendesk instance will provide real time insights on Support Cases and the ability to reply to customer cases right from Slack!
To see it in action:
How is it set up?
After setting up your integration with Zendesk (refer to: Integrating your Rattle account with Zendesk), navigate to the Workflows Tab in your Rattle App and click the purple “Create Workflow” button. If you have multiple systems integrated, you will see a popup to select which system you are building the Workflow on.
Currently, all Rattle Workflows will be created on the Ticket object in Zendesk.
Below are the Rattle Workflow options available to you:
On create/update: An on create/ update uses a condition based on the Ticket being created or updated. Some common use cases:
New Ticket Created
Priority Assigned/Changed
Status Changed
Dispositioning
Ticket Solved/Closed
Time-Based: A time-based workflow uses a condition based on a date field as the primary trigger for an alert. Some common use cases:
No update on Ticket 1 hour after created
No update on Ticket 24 hours after created
No response on Open/Pending Ticket for 24 hours
Building Conditions:
This will look slightly different than what you’ve seen while building Rattle Workflows for Salesforce. All conditions will leverage fields that are on the Ticket Object in Zendesk. There’s still an option to “Send message only when the record is being created” upon toggling on the feature below the “Conditions - ALL” section.
There are two Condition groups:
Conditions - ALL : For all “AND” conditions
Conditions - ANY : For all “OR” conditions
In the future, we plan on merging these together so there’s just 1 condition builder.
Opening Text and Message Body Fields
Provide context in the opening message: Make it clear why they are receiving the alert, and tag relevant users.
Use this icon to add dynamic fields to the notification to clearly identify who you are addressing (ex. Ticket: Assignee’s full name) and why they are receiving the message (ex. Ticket : Ticket’s priority).
Use this icon to add emojis and highlight the emotion of the notification (ex. Alert with red sirens)
Message Buttons:
There are 2 static buttons that will be on every Rattle notification:
“Reply to ticket” : This button can be used to respond to a ticket in Zendesk, without ever going into Zendesk! Not only will Rattle post a message to the thread in Zendesk, Rattle will send an email response to your customer that is identical to the one you would send from Zendesk!
“View in Zendesk: : This button links the user back to Zendesk to view the referenced ticket.
There are 3 additional options for buttons:
“Update Object” : Update multiple fields on the Ticket within 1 modal
“Create Object” : Create a new ticket from an existing ticket
“Update Field” : Update a field on the Ticket
Message GIF:
Send along a GIF to bring life to your Zendesk notification
Who will get the message:
Send to Private/Public Slack Channels, as Group DMs or as dynamic DMs to Zendesk assigned users (Assignee, Submitter, Requester, Collaborators, Followers)
Additional Information:
All recipients of Zendesk notifications should have a Rattle account and have integrated their Zendesk instance. (See also: How to add your teammates to Rattle, Integrating your Rattle account with Zendesk)
For a “New Ticket” WF: If a customer adds an attachment to their email, Rattle will include these attachments in the Slack notification.
Message Analytics can be found on the Workflow tab under “Message Sent” (see below)
For a walkthrough of what it looks like when a customer submits a new ticket to Zendesk, updating the ticket and replying to the customer via Rattle, see here:
See also: Integrating Zendesk with Rattle