Add ons - Zendesk ticket report

The Zendesk Ticket report provides you with a list of all support tickets logged in your Zendesk application. It can be run at any time from the Reports menu, Add Ons and select Zendesk Tickets Report.

Every 10mins your Zendesk Support tickets are matched to your customers in CRM.

The Zendesk Ticket report will show you which tickets have been successfully matched, and which have not yet been matched. It can be run at any time from the reports menu.

The tickets are matched to the customer on the Zendessk Support tickets:

• requester name
• requesters email
• requesters phone number

Tip:  To improve matching between the two systems, we recommend you add a custom field to your Zendesk process to record the customer's account number.  This will require more configuration from Utilmate to match tickets successfully. Please refer to this article Zendkes article Adding custom fields to your tickets. 

Matched Zendesk Support tickets

Matched tickets create an activity within the customer's Notes and Activities screen. Click on the link and the ticket will open in Zendesk.

Unmatched Zendesk Support tickets

Unmatched tickets will not have an activity note.