Zendesk

What is the Zendesk Connection?

The Zendesk connection links your Zendesk account to Duvo, enabling your assignments to manage support tickets, customers, and service workflows on your behalf. This is a user-configured connection—you'll need to connect your Zendesk account before your assignments can use it.

What Can It Do?

The Zendesk connection provides actions that allow your assignments to:

• Manage support tickets: Create, update, and resolve tickets across your support queue

• Handle customer records: Look up, create, and update customer and organization profiles

• Track ticket status: Move tickets through workflows, assign to agents, and set priorities

• Add context to tickets: Post comments, attach files, and add internal notes to existing tickets

• Retrieve support data: Search and access tickets, customers, and activity history for reporting or downstream automation

Why This Matters

Customer support teams live inside Zendesk—tracking every request, resolution, and service interaction. The Zendesk connection allows your assignments to keep that data current automatically, creating and updating tickets as workflows execute, so your support team always works from an accurate queue without manual data entry.

When to Use It

Use the Zendesk connection when your assignment needs to:

• Create tickets from inbound requests: Automatically generate support tickets from emails, web forms, or other channels

• Update ticket status: Resolve, escalate, or reassign tickets based on workflow outcomes

• Add context to open tickets: Attach notes, files, or comments as new information becomes available

• Retrieve ticket data: Pull ticket details to drive follow-up actions, notifications, or reporting

• Automate triage: Route and tag incoming tickets based on content or customer attributes

How It Works

After connecting your Zendesk account, your assignments can interact with your support system using your credentials and permissions. When you include Zendesk actions in your assignment's SOP, it will manage tickets just as you would—creating records, updating statuses, and logging activity according to your workflow.

Key Benefits

Automated ticket creation: Generate tickets from workflow events without manual entry into your support system

Consistent triage: Ensure incoming requests are categorized and routed the same way every time

Up-to-date ticket records: Keep ticket status and context current as workflows progress

Cross-tool visibility: Combine Zendesk data with other connections to drive notifications and reporting

Reduced manual work: Free your support team from routine data entry so they can focus on resolving issues

Works Well With

• Gmail or Microsoft Outlook: Monitor inbound support emails and automatically create or update Zendesk tickets from their content

• Slack or Microsoft Teams: Post ticket updates, new request alerts, or escalation notifications to the right support channels

• Google Sheets or Microsoft Excel: Export ticket data and resolution metrics for team reporting and trend analysis