We've had a busy week at BubbleIQ as we approach the end of the year! We not only launched our company blog, we also had several great new features launched by the engineering team.
1. Zendesk Ticket Form Integration with Slash command
We heard from many of our customers that allow employees and customers to create Zendesk tickets from Slack that they wanted more control over the ticket creation process. Specifically, they wanted to integrate with existing Zendesk Ticket Forms to make sure required fields are filled out for new tickets.
So we built it! To enable this feature, BubbleIQ admins can message the bot "admin" and select a ticket form from the settings. After that, any time the /support command is used, it will load up a form in Slack to create the ticket:
The fields of the form in Slack load directly from the Zendesk ticket form.
Adding cc's/collaborators to a ticket
This was a fun feature! We wanted to make it easy for everyone at a company in Slack to stay up to date on a ticket. We love Slack's "reacjis", and find them to be an easy way to indicate intent. Now, anytime someone adds the :heavy_plus_sign: reaction to a ticket, it adds them as a collaborator:
You can also mark the message in the channel that gets marked with a :key: to be added as a collaborator.
Linking Problem-Incident Tickets
Zendesk has a built-in way to manage large scale issues reported by multiple people, resulting in one parent "Problem ticket" and multiple child "Incident Tickets". More info here if you're not familiar.
We thought it made a ton of sense that if a message was posted into Slack that had a link to a Problem ticket, and that message was marked with a :key:, the resulting ticket would be an Incident ticket linked to the original Problem ticket. So that's exactly what we did!
That's it for this week. We've got lots more coming down the pipeline. If you have features you'd like us to build, request them in here: https://support.bubbleiq.com/hc/en-us/community/topics/115000322034-Feature-Requests
You can also follow this topic to get notified of all our new features.
- Team BubbleIQ