Response: Opening a Zendesk Ticket
- Aug 18, 2022
- 2 min read
Updated: Jun 29
Many organizations, including ours, rely on Zendesk as a customer support and ticket management platform. All customer communications, i.e. questions, problems, and issues are tracked utilizing support tickets in Zendesk. The ability to view and manage tickets that require immediate attention or input throughout the day, connects our globally separated teams.
Zendesk (and other ticket management software) allows users to open new tickets by simply sending a quick email. Oftentimes when triaging an incident, investigators and officers need to open a service ticket with other groups within the organization. Perhaps this is in response to discovering a faulty piece of equipment, or extra camera coverage is needed in a blind spot—requiring a ticket to be generated with the new build team. Using the Notification function in SureView’s Cases, it only takes administrators a few minutes to set up a simple process to open a new ticket in Zendesk.
So, how do you do this?
The power of this very simple integration is that it only takes 5-minutes to set up, yet it immediately automates the process of raising tickets using existing, familiar, communication tools.
If you don't use Zendesk, that's ok, other ticket management tools have similar functionalities.
Need more help? Click here to contact a SureView engineer.
ABOUT SIMON MORGAN
Simon Morgan is Chief Product Officer at SureView Systems, a leading provider of software for corporate physical security operations centers. He has spent 17+ years at SureView in increasingly senior roles — Technical Director, CTO, and Chief Product Officer — leading the company’s migration from on-premise to multi-tenant SaaS and launching its AI-driven Virtual Operator. He has personally driven enterprise wins with Fortune 500 organizations across technology, banking, energy, media, and pharmaceuticals. His career has focused on bridging technical strategy and commercial growth in enterprise security software.
