See Zendesk setup instructions here if needed.
With our two-way Zendesk integration, when tickets contain feature requests or ideas you'll 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 you to close feature request tickets in seconds.
You 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.
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 (or click here if the customer isn't found):
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:
How to create a customer account in Zendesk
If the customer can't be found, that just means they aren't in Receptive yet. You'll see this notification:
Just start typing the user's company (account) name:
And select the correct account if it appears.
If the account isn't listed, just add the company name, status (prospect, paying, or non-paying), and monthly value (or potential value).
Click "Create feature".