Deep Dive: Jive Connector for Zendesk

Version 6

    In the recent 2015.2 release we announced our new Support Center. Today and shortly after that release, we are announcing our new Jive Connector for Zendesk. At Jive, we understand that there are many ways for users to interact, find content on your site, have discussions and ask questions. We are also constantly trying to make it simpler and easier to integrate with your existing tools and workflows. The new Jive Connector for Zendesk is built as an add-on and can be installed on any Cloud Jive-x instance effective immediately.

     

    Main Benefits:

    Jive is an excellent tool to enable community members to ask questions and find answers, many times contributed by other community members. However, some questions may go unanswered and it may be challenging to monitor and find such questions in a large community. Unanswered questions results in frustrated users... Ticketing systems such as Zendesk are great to make sure each and every user questions get handled, but the downside is that your users loose the opportunity to interact with their community, and you loose the opportunity to deflect the support case by having community members help out. With the Jive Connector for Zendesk, you can have your users ask their questions in the community but know that the connector has your back! You get peace of mind in the knowledge that you will be able to track any open questions through Zendesk, and your users will always get the answers they need.

     

    Functionality:

    Once installed and configured, the connector will monitor for unanswered questions in one or more places in your community. When a questions remains unanswered for a period that goes beyond the defined SLA, a Zendesk ticket will be created in a dedicated Zendesk group. The Zendesk ticket will include the content in the original Jive question, as well as information such as the original URL, author name and original creation date.

     

    It is important to note that once the ticket is created in Zendesk, there will be no further updates made to the same ticket by the connector even if updates are made to the Jive questions. In addition, updates made to the Zendesk ticket will not be synced back to Jive

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    jive-to-zendesk.png

     

    Installation and Configuration:

    Any Jive user with Admin or Community management privileges can install this add-on from the add-ons management screen. Below are the main configuration steps:

    1. Establish a connection between the Jive Connector for Zendesk and your Zendesk instance by creating a OAuth Client in Zendesk and entering the proper details in the "Connections" tab in the add-on configuration.
    2. Tell the connector which Zendesk group to use when creating tickets (also in the "Connections" tab)
    3. Under "Place Configuration" tab, add all the places you want the connector to monitor, and set the SLA time (in hours).

     

    For more detailed information on how to configure the connector, see our Zendesk documentation.

     

    zendeskConnector.png

     

    FAQ:

     

    External

    QuestionAnswer
    Which Jive versions and editions are supported?The ZenDesk connector is only supported for JiveX in the cloud. It is not available publicly for Jive N, or in hosted or on prem installations of jive. If you are however a Jive N or Hosted/on-Prem customer and you would like to try this connector, please contact your account manager to discuss.
    How do I install the ZenDesk connector?You will need admin or community manager privileges, and go to the the Global Registry's available tab in the Jive instance. If you are in a supported Jive version/edition, you will see the connector in the list of available add-ons to install.
    How do I configure the connector?Please see our Zendesk documentation.
    Is there a fee associated with the Zendesk connector?No. The current version is free of charge for the supported Jive editions.
    Which places can the connector monitor?

    You can configure the connector to monitor Spaces, Groups and Projects.

    Which document types are supported?Only a discussion marked as question is monitored and can trigger creation of a ticket.
    Where in Zendesk are tickets created?When configuring the connector, you must choose an existing Group in Zendesk in which all tickets will be created. At this time, you cannot create tickets in more than one Zendesk group.
    How many OAuth clients do I need to create on my Zendesk instance?Usually, only one OAuth client is required per Jive instance. You could connect multiple Jive instances to the same Zendesk OAuth client, or create separate ones.
    Can I combine the Jive Support Center and the Jive Connector for Zendesk?Yes! The groups that are configure and used by the Support Center can also be monitored by the connector. You can choose to monitor the same, only some, or other groups, any combination you need.