This article only applies to your community if your Firstup contract includes this functionality. Please contact your Customer Success Manager with any questions about feature availability for your community.

The Zendesk Application provides employees with customer support and management solutions. 

You can access Zendesk tasks or information directly from Firstup via the web or mobile experience. For example, see what tasks or tickets are assigned to you directly from the member experience screen without the need to access the Zendesk app. 

User Experience

User Access

There are two ways you can access Zendesk integration directly from the web or mobile experience:

• From Assistant, locate the Zendesk integration. 
• Directly from Shortcuts at the top of the web or mobile experience. The app's title is configurable and may be named differently in your community:
  

Clicking the application opens Zendesk in a link module. The list of available commands will differ depending on your role:

User Login & Session Length

You access the Authenticate command to log into your Zendesk instance. You remain logged into the Zendesk instance from your Firstup account after the initial login (or authentication). 

Available User Commands

List My Closed Tickets 

You can access a list of closed tickets assigned to you within a specified timeline: 

• All closed tickets. 
• Closed tickets within the year to date. 
• Closed tickets within the previous year.

List My Open Tickets

You can access a list of all tickets currently open and assigned to you.

List My Recent and Ticket Activity

You can access a list of your most recent tickets and your ticket activity.

Show Ticket Summary

Get a summary breakdown of tickets assigned to you. This summary includes the total number of open tickets, closed tickets, waiting tickets and sum total. 

Open Chat 

Your users can open the Zendesk support widget from their web or mobile experience and contact one of your internal support agents to log tickets in the Zendesk application.