With our two-way Zendesk integration, when tickets contain feature requests or ideas your support team will have the ability to:
- Instantly create a new feature request from the Zendesk ticket
- Automatically link the requesting customer to the request
- Receptive automatically keep customers updated on the status of their requests
Why is this important?
This integration allows your support team to close feature request tickets in seconds.
They can create, link and track Receptive feature requests from inside Zendesk. The requests created in Zendesk can be linked to the requester, so your customers stay in the loop with no additional input or tracking required of your support team.
Note: We recommend setting up the Receptive integration first in order to populate customer records in Zendesk
How to install and set up the Receptive app in Zendesk:
- From the Receptive app page on Zendesk, click "Get it" and log in to your Zendesk account.
- Get a Receptive API key
b. Log in to your Receptive account here.
c. Select Integrate from the drop down menu in the top right corner.
d. Scroll down to API Keys and click Create API Key, or use an existing API key.
- Enter your API key into the Zendesk options panel
How to use the Receptive app in Zendesk:
To begin using the Receptive app in Zendesk, open a Zendesk ticket and click Apps in the upper right hand corner to expose the Receptive panel.
Click the Link / Suggest Feature button to create or search for a Receptive feature request:
By default, the email subject & content populates a new feature title & description, with the customer subscribed:
Click "Create feature" to create a new feature:
Select a feature that matches the title if the feature already exists:
Search for a similar feature by editing the feature title text:
Choose whether to subscribe user.
When you're done click "Create feature".
To view your new request in Receptive, just click the title in the Receptive panel:
And you'll see the linked Zendesk ticket:
Read the guide for support teams using the Zendesk integration here.